Question
Which ticket status do I use when updating a ticket in the Solutions Center?
Answer
New: All new tickets will have this status. Once approved (if approval is required in the work flow), this will turn to "Open". If no approval is needed,
Open: All approved, active tickets will have this status
In Process: Use this status if you are working on a ticket that will take some time to complete.
On Hold: Use this status when you have taken a ticket but are waiting other actions not required from outside of ITS.
Being Analyzed: Use this status if you are doing research on a ticket. This will give the ticket on "on hold" type of status.
Pending End User Response: Use this status if you are waiting for a response from the requestor, their supervisor, department, etc. or if you are waiting for them to make a purchase or take other action that is required outside of ITS.
Promote to Production: This status is used by the Programming teams for promotions, environment dependent.
Promote to Test: This status is used by the Programming teams for promotions, environment dependent.
Closed: Use this status to close a ticket that is not resolved but does not require any further action.
Resolved: Use this status to close a ticket where you have fixed a problem.
Cancelled: Use this status to cancel a ticket. End users my cancel their tickets (withdraw their requests) via the Client Portal. ** Please notify Fabio if a ticket belongs to another ticket outside of the ITS department prior to cancelling **
Please note, the status of each ticket is viewable by the requestor in the Client Portal. When users are logged in, they can review the tickets they create and the ones they are listed as the requestor (if someone else enters the ticket for them, to include the Service desk).
