External link: TeamDynamix Knowedge Base - Getting Started with Ticket Statuses
Note: some workflows may update the status of the ticket as a part of a workflow step - do not directly update the status of a ticket assigned to one of these workflows (Change workflows, for example)
Status Classes
The five main types of statuses. Individual statuses roll up to one of these status Classes
| New |
Indicates that work on a ticket has not been started, or has not been accepted. |
| In Process |
Indicates that a ticket has been accepted, but that work on it has not been completed. This counts as an SLA response. |
| Completed |
Indicates that work on a ticket has been completed. This counts as both an SLA response and resolution. |
| Canceled |
Indicates that work on a ticket has been canceled. |
| On Hold |
Indicates that work on a ticket has been suspended but may continue later. |
Statuses
| Status Name |
Status Class |
| New |
New |
| Open |
In Process |
| In Process |
In Process
|
| Resolved |
Completed |
| Closed |
Completed |
| Cancelled |
Cancelled
|
| On Hold |
On Hold |
| Duplicate - Cancelled |
Cancelled |
| Re-Opened |
In Process |
Updating Ticket Status
While viewing a ticket's details, select Update from the Actions menu at the top left of the ticket window.
Select the new ticket status, type appropriate notes, select who (if anyone) should be notified of the ticket's new status.
