Error: Invalid Status ticket field ID occurs when using the Proactive Tickets app

Issue symptoms

When using the Proactive Tickets app, the following error occurs:
Invalid Status ticket field ID. Ensure that you saved the correct Status ticket field ID in order to use this app.

Resolution steps

When you activate custom ticket statuses, the Status ticket field is updated to Ticket Status.

The Proactive Tickets app works only with standard ticket statuses. To solve the issue, you can temporarily deactivate custom ticket statuses and collect the Status ticket field ID. This action won't permanently delete any of your custom ticket statuses.

Temporarily deactivate custom ticket statuses.

Access your ticket fields to copy the Status ticket field ID.

Paste the ID in the Status ticket field ID* field of the configuration panel of the Proactive Tickets app.

For more information, see these articles:

Installing and using the Proactive Tickets app

Managing ticket statuses