Ticket Workflow / Status Definitions
| Status | Description |
|---|---|
| new | Ticket has been created but not yet activtely in review. |
| open | Ticket is in progress and actively being worked. |
|
waitcust (Waiting on Customer) |
Engineers are waiting on information to be provided by the requester in order to proceed. If the requester does not respond within 10 days the ticket will move to a 'pendclose' state. |
| stalled | Ticket has been deferred for two days. Most often this is used when a request has been sent to the requester for more information. If information is not received in two (2) days it will be changed to a 'waitcust' state. |
| pendclose (Pending Close) | Ticket is ready to close and the engineer is waiting on confirmation from the requester. Ticket will automatically close in two (2) business days) |
| resolved (Closed) |
Tickets that have been closed (or cancelled) will be moved to this state. Tickets cannot be reopened, but a new ticket can be created to reference these tickets. |
| rejected | The destination for SPAM |
| deleted | NOT USED |
