The TeamDynamix ticketing application uses 7 default statuses that closely resemble the ITIL standard and are recommended for use by all departments:
Ticket status is a prominent field in TDClient when users (directors, managers, technicians, customers) view their tickets and when service owners run reports in TDNext. Understanding the status definitions insures communication consistency for our customers and reporting accuracy for service owners.
Ticket Status Definitions
New
The ticket has been received but has not been assigned to a technician or has not been accepted.
- New is the default status
- If a ticket comes into the system without a status assigned it will be assigned to “New”.
Open
The ticket has been assigned and acknowledged by a technician or group.
- Changing a ticket to this status counts as an SLA response.
- If a ticket is converted to a project task, this status displays on the ticket if the project task was not started.
- Use this status to initially take a ticket or acknowledge receipt of a ticket.
In Process
The ticket has been assigned to a technician or group and the technician is actively working with the user to diagnose and resolve.
- Changing a ticket to this status will count as an SLA response.
- If a ticket is converted to a project task, this is the status that will be displayed on the ticket if the project task was started.
- Use this status when the ticket is actively being worked.
On Hold
The ticket requires information or a response from the user or a third party. Tickets are placed on hold so SLA deadlines are not exceeded while waiting for a response. The "On Hold" status pauses the SLA timer.
- Use this status when work has been suspended but will continue later.
- This status has a special setting called “Goes Off Hold” which allows you to pick a date and time when the ticket should be automatically taken off hold. Use this setting so you do not lose track of on-hold tickets especially when the status is excluded from everyday reports. Be sure to select an arbitrary date so the tickets are reactivated at some point.
- If "Goes Off Hold" is blank, the service request will never go off hold.
Resolved
The technician has resolved the request and is waiting for the client's verification of ticket resolution.
- Work on the ticket has been completed, but not verified.
- This status counts as both an SLA response and SLA resolution.
- This status stops the age of a ticket. Age is a TDX attribute you can use in reporting.
- Once verified by the customer, QA testing, or perhaps ~48-hour non-response from customer, tickets should be moved to closed.
- If the customer acknowledges their request is not met, the ticket should be moved back to in-process or open.
- This should never be used as the final status of a ticket.
Closed
The client has acknowledged that the resolution meets their satisfaction.
- This status counts as an SLA response and SLA resolution.
- This status stops the age of a ticket. Age is a TDX attribute you can use in reporting.
- If a ticket is converted to a project task, the "Closed" status is displayed on the ticket if the project task was completed.
- Potential final status for a ticket if work has been completed and verified.
Cancelled
Ticket has been withdrawn, rejected, or canceled and no further action is required.
- For whatever reason, work on this service request / ticket was not completed.
- Cancelled is used as our standard status when approvers reject a service request in a workflow. The end user’s request was not completed.
- Canceled is set as our “Requestor Withdrawn" status. It is used to allow individuals within the TDClient application to withdraw their own ticket requests. When a requestor cancels their own request, the ticket is changed to this status.
- Potential final status for a ticket if work was not completed.
Related Articles
Ticket Classifications
Ticket Types