Sub-statuses

Meridian's statuses (Open, In Progress, Waiting Parts, Waiting Approval, Completed) decide what happens to a ticket: when it bills, when its parts come off the shelf, when it waits on parts. Most shops also track where a job stands in their own words: On deck, Diagnosing, Waiting on customer PO, Ready for pickup. Those are sub-statuses.

A sub-status sits inside one status. It is a label your team reads; it never changes how the ticket bills or what happens to stock.

Set them up

Go to Settings → Sub-statuses. There is one section per status. (This page used to be called Ticket statuses; the old address still brings you here.)

• Add a sub-status under a status: give it the name your team sees and a color.
• Show it to the customer if you want customers to see it in the portal and the status emails. You can give it different wording for customers ("Scheduled next" instead of "On deck"). Leave the box off and customers see only the status.
• Reorder with the arrows. The order is the order on the board and in the pickers.
• Retire one you no longer use. Tickets that have it keep it; nobody can pick it again. Bring back undoes that.
• The ticket count beside each opens the tickets list filtered to it.

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Use them

• Ticket page: the sub-status picker sits beside the status. It offers only the sub-statuses of the ticket's current status.
• Shop Board: each card shows its sub-status. The card's Move to… menu has Mark as (set a sub-status and stay in the lane) above the status moves. Group by sub-status splits each lane into its sub-statuses: drag a card onto one to mark it, in the same lane or another one. Group headers count every ticket, and say "12 of 30" when the lane shows only its most urgent cards.
• Tickets list: the Status column shows the status and the sub-status. The Sub-status… menu beside the status tabs filters the list to one.
• Technicians see it on My Work, and the dispatch board shows it on each truck's jobs.

When the status changes

A sub-status belongs to one status, so moving a ticket to another status clears it, with two exceptions:

• If the new status has a sub-status with the same name, the ticket keeps it.
• On the board, dropping the card on a sub-status in the new lane sets that one.

When a move clears a sub-status you chose, Meridian says so ("RO-12345 moved to In Progress. "On deck" cleared"). When Meridian moves a ticket by itself (Waiting Parts in and out), the ticket's history records what happened to the sub-status.

Invoiced and closed tickets don't carry a sub-status.

For a label that should stay on a ticket through every status, like Hot, Down unit or Warranty, use a ticket tag instead. A ticket can carry several tags, and they never clear on a status change.

Elsewhere

• API and MCP: each work order has a subStatus (id, code, label), and GET /api/v1/orders?subStatus=ON_DECK filters by it. A fleet customer's key sees only the customer wording, and only when you chose to show it.
• Webhooks: order.sub_status_changed fires when a sub-status changes within a status; order.status_changed carries the new subStatusId.
• Reports and Foreman: work orders can be grouped by sub-status, and Foreman's aging-WIP insight breaks stale tickets down by where they stand.