Status

Based on your IT processes and workflow, as tickets progress in the system, various Statuses can be assigned to each ticket. Most scenarios can do with 5 status settings:

• New
• Waiting for Customer
• In Progress
• Resolved
• Closed*

*Closed is a special status. All internal escalations stop once a ticket is marked Closed.

Also, Closed is used to track Breach checks. If ticket is Closed before due Date/Time, it is reported as Within SLA or Non-Breached.
While the Closed status cannot be deleted, you can edit the label to, for example, Archived.

Default

This is the status applied for New tickets created.

Pause Timer

Tickets which have a priority defined and have escalations defined start counting down the fix time when created. Some organisations exclude waiting periods when further information is needed from users or ticket has been resolved but needs customer’s acceptance, as periods outside the SLA or fix time.

In such cases, when the ticket hits a status with Pause Timer checked, the countdown is paused. Depending on other settings, in such instances, the ticket can be brought back into countdown mode based on customer’s response or acceptance / rejection.

Show Accept / Reject

For exiting a pause condition at customer’s end, use an Accept / Reject button where the customer needs to either accept the resolution or reject if the issue has not been resolved. Use settings on the Status area to define workflows as needed.

[Note: Only One status row can have Accept / Reject enabled.]

To complete the workflow, please ensure you have completed the Additional Sttings.

Accept Status

The status assigned to a ticket when customer clicks Accept.

Reject Status

The status assigned to a ticket when customer clicks Reject. As in the example image above, status asigned will be In Progress which starts the timer again.

Waiting Action Status

Status assigned to tickets after customer updates a ticket whenever status of a ticket is waiting for info from customer.