Special Transitions for Primary Items

The most common transitions types are those that move items from one state to another or that allow you to update an item without moving it to a different state.

SBM provides several transition types that perform unique actions. This section describes those transitions. Be aware that these transition types required administrative setup and that the name of a transition may not indicate the transition type.

Note: If any of the transitions described here are set as quick transitions, the original item transitions to the state specified by your administrator. If the transition is not set as a quick transition, a form opens for you to provide new information for the original item.
Transition Type Description
Copy Enables you to copy primary items from one project in an application to another. Depending on administrative setup, the project may be selected for you, or you can select your own project.

Your administrator determines if the items are linked together after they are copied.

Copy transitions copy all field values from the source item to the new item, except for the Submit Date/Time field, which contains the date the item is copied. The copied item is automatically assigned a new item ID.


Enables you to submit a new item from the item on which you are currently working. The posted item receives a new item ID and follows the workflow of the project in which it is posted.

By default, the Title and Description field values of the original item are copied to the new item. Use Post transitions to submit items from one project to another, from one primary table to another, or from a primary table to an auxiliary table. The administrator can choose the table into which the items are posted for a specific transition, as well as specific projects to post to.

Subtask Creates a new primary item in a specified project. The new item may be linked to the original item, or principal item, and can be set up so that when the field used to determine subtask status has a specific value, the principal item is transitioned to another state in the workflow.
You can create as many subtasks for a principal item as you need.
Tip: To establish a principal/subtask relationship between existing items, use the Link Subtasks and Link to Principal options in the Actions drop-down list or in another part of a custom form. These options are available to you only if appropriate privileges have been granted to you by your administrator and if they have been enabled on custom forms.
Publish (SBM On-Premise/PaaS only)

Allows you to publish problems and resolutions pertaining to a primary item to the legacy SBM Knowledge Base. For details, refer to Using the Knowledge Base and Public Folders.

Note: This transition is used by the SBM Knowledge Base, which is different from the Knowledge Management feature available with Service Support Manager.
External Post (SBM On-Premise/PaaS only)

External Post transitions enable you to post items to another database and to receive confirmation that the items have been submitted. The confirmation is recorded with the original item information.

For example, a company's partners can submit items to the company's central database and receive confirmation in the original items in which the posted items were submitted.