Frontline Inventory & Help Desk Management

Changing a Ticket Status

Once a ticket has been created in the Help Desk Management system, the “Status” field is used to keep track of what stage the ticket is in at any given point. The button allowing the user to change a ticket’s status becomes available after the ticket is opened for viewing by a user with “Service Admin” or “Service Technician” role.

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VIDEO

Check out our related video -  Ticket Management: Ticket Statuses (1:53) - as you review this topic.

For example, as depicted in the following image, the current ticket status is "Open." To change the ticket status, click the Start Progress button.

TicketStatus.png

Note: A user with "User" role cannot change a ticket status.
Change_status_-_Image_1.JPG

“Approve/Deny” button is available if an approval routing rule has been applied to the ticket

  • Approve – updates ticket status to “Approved” or sends to ticket routing for auto assign
  • Deny – Sends ticket to status of “Closed”
  • Pending – Leaves ticket at “Approve/Deny” status and activates notifications process as configured
open_button.PNG

Open - updates a ticket in the status of “Approved” to the status of “Open”

Change_status_-_Image_2.JPG

A ticket that is not routed to the approval process starts with an assignment. The assignment can be made:

  • In the ticket itself
  • From “Unassigned Tickets” list by selecting a technician in the dropdown menu
  • In the creation of the ticket in the “Assigned To” field.

Assign - updates the ticket to a status of “Open”

start_progress_button_2.jpg

Start Progress – updates a ticket in the status of “Open” to the status of “In Progress”


Customers using the Asset Management program will see the status of the asset associated with the ticket change to “In Repair” within the Asset Management system

Change_status_-_Image_4.JPG On hold – updates a ticket in the status of “In Progress to the status of “On Hold”
Change_status_-_Image_5.JPG Resume - updates a ticket in the status of “On Hold” to the status of “In Progress”
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Resolve - updates the status of a ticket in “In Progress” to a status of “Resolved”


Customers using the Asset Management program will see the status of the asset associated with the ticket revert to the status it was in prior to being “In Repair” within the Asset Management system

Change_status_-_Image_7.JPG Not Fixed - updates a ticket in the status of “Resolved” to the status of “In Progress”
Change_status_-_Image_8.JPG Close - updates a ticket in the status of “Resolved” to the status of “Closed”.
Change_status_-_Image_9.JPG Reopen - updates a ticket in the status of “Closed” to a status of “Reopened”