Ticket statuses
Every ticket has a status that indicates its position as it moves toward completion. Changes to the ticket status can happen automatically or manually.
If you change the status of a global ticket, then the same status change is automatically made to all related tickets.
Status changes can happen automatically as the result of workflows. For example, you can create a workflow that changes the status to QUEUED automatically when a ticket is assigned to an owner for resolution. Workflows can also result in tickets being automatically routed, escalated, reported to another party, or closed.
In some cases, such as that of related records, changing the status of a follow-up record might change the status of its originating record. The service desk administrator configures these options.
- NEW
- The default status that is applied when a ticket is created or inserted. You cannot return a ticket to this status after you change it.
- QUEUED
- The ticket is in the queue and work can begin on it.
- INPROG
- Work on the ticket is ongoing.
- PENDING
- The ticket is pending an action. For example, work cannot continue until a part is received.
- RESOLVED
- Information was gathered and routed, service was restored, or a solution was provided. When the status of a record changes to RESOLVED, the status of all the activities in that record changes to COMPLETE.
- CLOSE
- A closed record is a historical archive and you cannot change its status. You can, however, change editable fields of the archived record. When the status of a record changes to CLOSED, the system changes the status of all activities in that record to CLOSED.