What Does the TechConnect Ticket "Status" Mean?

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.

Below 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:

  1. This can be done as soon as the work is complete, although the technician may choose to wait for requestor response before closing.
  2. 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

The requestor has withdrawn the ticket, and no further action will be taken.

NOTES:

  1. A requestor can cancel a ticket by going to My Requests, selecting the ticket, and choosing Withdraw Request.
  2. ITS technicians do not use this status. Instead, they will mark tickets as Closed.

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.

Details

Article ID: 136047
Created
Fri 10/1/21 5:41 PM
Modified
Mon 10/4/21 8:51 AM