From a service desk standpoint, especially if you are trying to apply ITIL or change management workflows, it seems counterproductive to allow all statuses to transition to any other status.
It would be really useful to have a workflow editing option that would allow you to limit which statuses can move into other statuses.
For example:
If you have a change management category. It goes to New, then from New it would be useful to:
- Limit it such that it can only go from New to "Request Approval".
- From "Request Approval" it can only go to "Accepted", "Rejected", or "Request Additional Info".
- Only from "Accepted" can it then go to "In Progress" before finally being able to then close the ticket.
There are many actions in a service desk environment that really require some form of approval workflow, and this would really facilitate the whole process.