A ticket can be in any of the following status phases throughout its lifecycle:

NEW – when a ticket is initially created, whether created manually or automatically, the status will be automatically set to New.

UNASSIGNED –  the ticket status will then automatically change to Unassigned when a ticket is transferred to another Assignment Group or when an assignee has been removed from the Assigned To field.

Special Note:  There are automated status that occur when certain users respond tickets that are On Hold > Pending Client; and there is no one listed in the Assigned To field:

  • If a Client, Public Watch List user, or anyone not listed on the ticket makes an update to the ticket (via email, My Tickets, etc); the status will automatically change to Unassigned.

ASSIGNED – when a ticket is assigned to a group AND assigned to an individual, the ticket status will go to Assigned.

Special Note:  There are automated status that occur when certain users respond tickets that are On Hold > Pending Client:

  • If a Client, Public Watch List user, or anyone not listed on the ticket makes an update to the ticket (via email, My Tickets, etc); the status will automatically change to Assigned.

ON HOLD – when you manually select the status On Hold, an additional field must be selected. This is the Hold Code Field (notice it has a red bar on the left – indicating it is a required field). The potential Hold Code options are:

  • Pending Client –select this option if you are waiting on additional information from the client before you can continue to resolve their incident or fulfill their request
  • Scheduled – select this option if work needs to be done and you have coordinated with the client to determine the time during which you will complete the work
  • Pending Vendor – select this option if you are waiting for information or equipment/supplies from a vendor before you can continue to resolve the incident or fulfill the request
  • Pending BU Other – select this option if you are waiting for information (or for work to be performed) by another BU group (non IS&T)   before you can continue to resolve the incident or fulfill the request

RESOLVED – when you select the button to Resolve Now, the status will automatically change to Resolved.  Other fields are also required when you Resolve a ticket, including Client Service, Service Component (if not already selected), and Resolution. Resolution may be copied from the Internal Note field when using the Copy to Resolution checkbox.

Special Note:  There are automated status that occur when certain users respond tickets that in Resolved status:

  • If a Client on the ticket makes an update to the ticket (via email, My Tickets, etc); the status will automatically change to Assigned. The system will not change the status for any other user.