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Audience: Staff, Technicians
Responsible Group: TeamDynamix Admins
Overview
A ticket status is an attribute that is searchable and reportable. Any user with the Technician security role will have the ability to change the status on a ticket. There are five different classes of statuses: New, In Process, On Hold, Cancelled, and Completed. The University of Arkansas has expanded on these default classes to create statuses that help technicians quickly identify where in the process a ticket is at.
Because a ticket status cannot be deleted once created, additional statuses are not created upon request.
Ticket status definitions
| Status Name |
Status Class |
Definition and Automation |
| New |
New |
Ticket is created and may automatically be assigned to a group. Automatic status when a Client creates a ticket. |
| Assigned |
In Process |
Ticket is reviewed and responsibility is set to a technician (a group or individual). |
| In Process |
In Process |
Ticket work is begun. |
| Reopened |
In Process |
Automatic Status when a ticket is reopened within three days of the ticket status set to "Resolved". |
| Awaiting User Info |
On Hold |
Ticket work is on hold, while the Technician is awaiting additional information to continue work on ticket request. |
| On Hold |
On Hold |
Ticket work is on hold and work may continue later. |
| Resolved |
Completed |
Ticket work/request is resolved and the Technician is awaiting confirmation of ticket resolution from the Requestor. |
| Closed |
Completed |
Ticket work/request is completed. Automatic status when three days have passed after the ticket status is set to "Resolved". |
| Cancelled |
Cancelled |
Ticket is withdrawn by the Requestor; only the Requestor can withdraw ticket. |
Related service or knowledge base
- Knowledge Base: How to create a ticket (coming soon)
- Knowledge Base: How to search for a ticket in the Users Portal(coming soon)
- Knowledge Base: How to search for a ticket in the Client Portal (coming soon)