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Technician How-Tos
Ticket Handling Guidance for Requests and Incidents
Ticket Handling Guidance for Requests and Incidents
When assigning to a group or individual (including yourself), change
New
tickets to
Assigned
.
Change status to
In Process
as you begin troubleshooting the ticket or corresponding with the customer; avoid moving from
New
to
Closed
.
When pausing a ticket while waiting for a customer's response, change status to
Awaiting User Info
. It's recommended, but not required to place the ticket to go "off hold" after three business days.
When pausing a ticket while waiting for another group or individual, change status to
On Hold
.
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Article ID:
470
Created
Wed 4/3/24 8:31 PM
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Check out this article I found in the Client Portal knowledge base.<br /><br /><a href="https://uark.teamdynamix.com/TDClient/33/Portal/KB/ArticleDet?ID=470">https://uark.teamdynamix.com/TDClient/33/Portal/KB/ArticleDet?ID=470</a><br /><br />Ticket Handling Guidance for Requests and Incidents<br /><br />Changing status through the ticket process