The ticket lifecycle includes several stages through which requests move as they are resolved. The ticket status indicates the specific stage of a request at any given moment. Users who submit tickets (aka, requestors) can review all of their submitted tickets and see their status at My Requests. If asked, enter your NetID/password (Duo authentication may be required).
These are the available statuses.
| STATUS |
DESCRIPTION |
| New |
The ticket has been received but not yet assigned to an ITS technician. |
| Open |
The ticket has been assigned, but work has not yet started. |
| In Process |
The assigned ITS technician or technician group is actively working to diagnose and resolve the ticket. |
| Closed |
Work to resolve the ticket is complete.
NOTES:
- This can be done as soon as the work is complete, although the technician may choose to wait for requestor response before closing.
- A requestor can re-activate a closed ticket by going to My Requests, searching your Completed tickets, and adding an update to the ticket.
|
| Cancelled |
Indicates that a ticket has been cancelled and no further action needs to be taken. A requestor can cancel a ticket by going to My Requests, selecting the ticket, and choosing Withdraw Request. |
| Awaiting Customer Response |
The assigned ITS technician has contacted the requestor to obtain more information needed to finish the work. NOTE: Requestors can check the ticket update sent to their email or the Feed section at the bottom of the ticket in My Requests for more information. |
| Awaiting Parts/Equipment |
The assigned ITS technician has ordered parts or equipment and will resume work upon arrival.
NOTE: Requestors can check the ticket update sent to their email or the Feed section at the bottom of the ticket in My Requests for more information. |
| On Hold |
Work is pending for a reason other than awaiting customer response or awaiting parts/equipment.
NOTE: Requestors can check the ticket update sent to their email or the Feed section at the bottom of the ticket in My Requests for more information. |