Summary
This article will explain the meaning and usage of ticket statuses in TeamDynamix, including how to manage New, In Process, On Hold, Closed, and Canceled statuses, as well as how to handle stale tickets and ensure accurate reassignment.
Body
Quick Links: | New | Open, In Process, Pending (In Process) | On Hold | Closed | Canceled | Stale Tickets |
Important: All tickets should be reverted to New or Open before being reassigned to another group. This is required because some groups have APIs that depend on specific statuses to initialize their API/workflow.
Ticket statuses in TeamDynamix are global for each ticketing application. As a result, special statuses for the particular needs of a specific group are not available, and the ticket statuses that are available must be simple enough to be used consistently by all groups.
New
- Definition: A ticket has been created but not looked at or acknowledged.
- Notes: All tickets start in this status (unless auto-closed). Tickets should remain "New" for less than one business day. After that, they should be updated to Open, In Process, or On Hold. Tickets left as "New" for more than one business day are considered Stale.
Open, In Process, Pending (In Process)
- Definition: A ticket has been acknowledged and is queued for work or actively being worked on. Users can use any of these statuses to organize their current work.
- Notes:
- While you are not required to follow this exact method, here is a recommended approach:
- Open: Work hasn’t started yet.
- In Process: Work is actively being done.
- Pending (In Process): Work is in progress but waiting on another task.
- If not updated within 7 days, they are considered Stale.
- Pending (In Process) is also the default ticket status once a ticket comes off of On Hold.
On Hold
- Definition: Work is paused, waiting on customer response, a future date, or another dependency.
- Examples:
- A computer is ordered and the ticket is held until it arrives.
- A response is required from the customer before work continues.
- Notes: A hold date must be set. The standard hold period for customer response is 2–3 business days, but can be adjusted. A comment explaining the hold reason should be added, and customers should usually be notified. Tickets on hold are not considered stale.
Closed
- Definition: The issue or request has been resolved.
- Notes: If the customer reactivates the ticket, it changes to Pending (In Process).
Canceled
- Definition: The service request was no longer needed, so work was not completed.
- Notes: This status also appears if a user self-withdraws their request through the Service Catalog.
Stale Tickets
Tickets become stale if:
- They remain in New status for more than 24 hours.
- They remain in In Process status for more than 7 days without updates.
Technicians are expected to monitor their own stale tickets.
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