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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For example, as depicted in the following image, the current ticket status is "Open." To change the ticket status, click the Start Progress button.
“Approve/Deny” button is available if an approval routing rule has been applied to the ticket
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Open - updates a ticket in the status of “Approved” to the status of “Open” |
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A ticket that is not routed to the approval process starts with an assignment. The assignment can be made:
Assign - updates the ticket to a status of “Open” |
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Start Progress – updates a ticket in the status of “Open” to the status of “In Progress”
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On hold – updates a ticket in the status of “In Progress to the status of “On Hold” | |
Resume - updates a ticket in the status of “On Hold” to the status of “In Progress” | |
Resolve - updates the status of a ticket in “In Progress” to a status of “Resolved”
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Not Fixed - updates a ticket in the status of “Resolved” to the status of “In Progress” | |
Close - updates a ticket in the status of “Resolved” to the status of “Closed”. | |
Reopen - updates a ticket in the status of “Closed” to a status of “Reopened” |