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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