Every ticket has a status that indicates its position as
it moves toward completion. Changes to the ticket status can happen
automatically or manually.
If you change the status of a global ticket, then the same status
change is automatically made to all related tickets.
Status changes can happen automatically as the result of workflows.
For example, you can create a workflow that changes the status to
QUEUED automatically when a ticket is assigned to an owner for resolution.
Workflows can also result in tickets being automatically routed, escalated,
reported to another party, or closed.
In some cases, such as that of related records, changing the status
of a follow-up record might change the status of its originating record. The service desk administrator configures these options.
Your system administrator can add, remove, or change the names
of the basic statuses.
- NEW
- The default status that is applied when a ticket is created or
inserted. You cannot return a ticket to this status after you change
it.
- QUEUED
- The ticket is in the queue and work can begin on it.
- INPROG
- Work on the ticket is ongoing.
- PENDING
- The ticket is pending an action. For example, work cannot continue
until a part is received.
- RESOLVED
- Information was gathered and routed, service was restored, or
a solution was provided. When the status of a record changes to RESOLVED,
the status of all the activities in that record changes to COMPLETE.
- CLOSE
- A closed record is a historical archive and you cannot change
its status. You can, however, change editable fields of the archived
record. When the status of a record changes to CLOSED, the system
changes the status of all activities in that record to CLOSED.