Body
Overview
The IT ticket statutes help define the current state of a specific ticket and where it is in the ITS department's workflow.
What are the IT ticket statuses? What do they mean and how are they used?
Diagram
Status Definitions & Notes
New - The ticket was recently created and has not yet been viewed and accepted by the team that will action or dispatch it.
(Process Note: the dispatch function should Open tickets that have been read, accepted as appearing to be a valid request, and dispatched for further action.)
Open - The ticket is outstanding in that it is yet to be resolved or adequately addressed.
In Progress - For tickets with a longer life span and requiring several hours of work, a way to indicate that the ticket is being actively worked on by a Technician.
Waiting - Work on the ticket is waiting on the Requestor, a resource outside of IT, or an external party, for a reply, additional information, or some other condition to be met before meaningful work on the ticket can resume.
(Note: Waiting implies that work is reasonably expected to resume soon, once the wait condition is satisfied.)
Resolved - The ticket has been addressed to the satisfaction of the Requestor.
(Note: If a requestor replies to a Resolved ticket its status will change back to Open.)
Closed - The ticket work is completed, no further updates or actions will be taken.
(Note: Closed tickets should not be re-opened under normal circumstances. An email reply to a Closed ticket will not re-Open it. The requestor should open a new ticket for any re-occurrence of an issue or related work that may have been missed.)
On Hold - The ticket work is indefinitely paused for a business reason or extended waiting time.
Cancelled - The ticket work or service request is no longer needed.