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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.
The following ticket statuses are available in the IT Services ticketing application in TeamDynamix.
New
- Definition: A ticket has been created, but not looked at or acknowledged.
- Notes: All tickets are given this status when created (unless they are automatically closed when created). Tickets should only have the status of "New" for a short period of time (ideally less than one business day). Once received, a ticket should be acknowledged and set to "Open", "In Process", or "On Hold". Tickets in a New status that have not been modified in more than one business day are considered “Stale.” Note that any tickets created during non-business days will automatically be considered ‘stale’ on the next business day and should be acknowledged that day if possible.
Open, In Process, Pending (In Process)
- Definition: A ticket has been received and acknowledged, and is queued for work or actively being worked on.
- Notes: Users can use any of these statuses to organize their current work. Some people use Open when work hasn’t started yet, In Process when work is actively being done, and Pending (In Process) when a ticket is being worked, but the work is pending the completion of some other work. All of these statuses are considered “In Process” and any tickets in an “In Process” status that has not been modified in the past 7 days are considered “Stale.”
- Pending (In Process) is also the default ticket status once a ticket changes from On Hold
On Hold
- Definition: Work on the ticket has stopped and cannot proceed until the requestor responds or provides information, or work is waiting for a particular date or circumstance (e.g., it's in a work queue, parts have been ordered, etc.).
- Examples:
- A computer has been ordered and the ticket is placed on hold for 4 weeks while we wait for the vendor.
- A question has been asked of a customer and the ticket is placed on hold for one day pending their response.
- Notes: This status will require you to enter a date the ticket will automatically go off hold. The standard hold period for customer response is 2 or 3 business days, but this can be modified as needed. If a ticket is in your queue but you are not currently working on it, you should put the ticket on hold for an appropriate amount of time. On hold tickets are not considered stale tickets while they are on hold.
Closed
- Definition: Work on the issue or request has been completed.
- Notes: If the customer reactivates a ticket, it will be set to “Pending (In Process)”.
Canceled
- Definition: The service requested was no longer needed, and the work did not need to be completed.
Stale Tickets
- One of the challenges we face is that tickets get “lost” in the system. To combat this, we will be running reports to highlight tickets that have been in a New status for more than 24 hours without being updated, or an In Process status (Open, In Process, or Pending (In Process)) for more than 7 days without being updated. Technicians are expected to monitor their own tickets for staleness.