Ticket Status

The status of a service desk ticket (service request, incident, or problem) changes as it moves toward completion. This topic describes the predefined statuses that are provided with the product.

In the following list, the status names are shown as displayed in the Status field of a ticket. For example, INPROG is displayed for a ticket that is in progress.

Your system administrator might have added, removed, or changed the names of the predefined statuses. An administrator can also configure how status values change automatically.

• NEW — The initial status of a ticket after you create it or insert it. You cannot revert to this status after you change it.

• QUEUED — Ticket ownership has been assigned to a person or a group. Ownership assignment can be made manually or might be made automatically using workflow, a service level agreement, or other escalation process. For more information, see the Workflow help, or the Service Level Agreements help.

• INPROG — In progress. Someone is working on this ticket. The first time a ticket reaches this status, the system populates the Actual Start field if it is empty.

• PENDING — An action on this ticket is pending (for example, vendor or user call-back, or waiting for parts).

• RESOLVED — Information has been gathered and routed, service has been restored or a solution has been provided. The first time a ticket reaches this status, the system populates the Actual Finish field if it is empty. If needed, you can reopen a ticket and change the status from RESOLVED to INPROG (in progress).

• CLOSED — The ticket becomes a historical record. When a record is closed, you cannot change the status. You can, however, edit certain parts of the history record.

Depending on options configured by your administrator, when the status of a ticket changes, the system might automatically route it, escalate it, notify another party of the status change, or change the status of other records.