Background/Overview
The status assigned to a ticket is an indication of where it is in the process of being resolved.
Available Ticket Statuses
The available statuses are:
- New – Ticket has been received but has not been assigned to a technician. This is the default for all newly entered tickets/requests.
- By default, the Requestor and the assigned RESP group/person receive notifications.
- Customer Responded/Off Hold - Automatic status assigned when a customer has responded to a ticket that was previously in an "On Hold" status (Pending - Awaiting Customer Response, Pending - Waiting for Vendor, Pending - Waiting for Parts, On Hold).
- By default, the Responsible group/person will receive a notification when the customer responds.
- In Process – Ticket has been assigned to a technician or group but has not been resolved. The agent is actively working with the user to diagnose and resolve the ticket.
- Pending - Awaiting Customer Response* - Ticket requires additional information from the user before it can be resolved.
- Pending - Waiting for Parts* - Ticket resolution requires parts from an outside source.
- Pending - Waiting for Vendor* - Ticket resolution requires a response or support from an outside vendor.
- On Hold* – Resolution of the ticket is dependent on an event that will happen in the future. Note: Requires an Off Hold date. When the date is reached, the Status will change to Customer Responded / Off Hold.
- Withdrawn – Ticket has been cancelled and no further action needs to be taken.
- Resolved** – The technician has confirmed that the ticket is resolved, and that the client's service has been restored.
- Closed** – The client has acknowledged that the resolution is to their satisfaction.
*Choosing any of these statuses will stop the SLA response deadlines so they are not exceeded while waiting for a response. You can enter an Off Hold date which will automatically move the ticket from Off Hold to Customer Responded / Off Hold.
** After 5 days, any ticket with a Resolved status will have the status automatically changed to Closed.