Question & Answer
Question
How to Understand Workflows (Status to Action to Status)
Answer
This table shows how Parature Workflows transition based on actions taken within the Service Desk.?
| Old status | Action | New status | * API only |
| New | Assign to CSR | Assigned | |
| New | Provide Additional Info | New | |
| New | Info Provided | New | |
| New | Close Ticket | Closed | |
| New | Client Follow Up | New | |
| New | Grab Ticket | Work In Progress | |
| New | Provide Resolution | Resolution Provided | |
| New | Move to IS Dept | Open | |
| New | Assign to Queue | New | |
| New | Create Duplicate | New | |
| New | Create Child Ticket | New | |
| New | Internal Comment | New | |
| New | Release - Major | Release - Major | |
| New | Release - Monthly | Release - Monthly | |
| New | Child Ticket Updated | Needs Reply | |
| New | Comment for Ops | Waiting ? Operations | |
| New | Ops Comment* | Needs Reply | |
| Assigned | Assign to CSR | Assigned | |
| Assigned | Need Info - Client | Waiting - Client | |
| Assigned | Provide Additional Info | Needs Reply | |
| Assigned | Info Provided | Needs Reply | |
| Assigned | Close Ticket | Closed | |
| Assigned | Client Follow Up | Work In Progress | |
| Assigned | Unassign/Escalate | Assigned | |
| Assigned | Provide Resolution | Resolution Provided | |
| Assigned | Assign to Queue | New | |
| Assigned | Create Child Ticket | Waiting - Internal | |
| Assigned | Internal Comment | Assigned | |
| Assigned | Close (Admin) | Closed | |
| Assigned | Need Info - Internal | Waiting - Internal | |
| Assigned | Release - Major | Release - Major | |
| Assigned | Release - Monthly | Release - Monthly | |
| Assigned | Child Ticket Updated | Needs Reply | |
| Assigned | Comment for Ops | Waiting ? Operations | |
| Assigned | Ops Comment* | Needs Reply | |
| Work In Progress | Assign to CSR | Assigned | |
| Work In Progress | Need Info - Client | Waiting - Client | |
| Work In Progress | Provide Additional Info | Needs Reply | |
| Work In Progress | Info Provided | Work In Progress | |
| Work In Progress | Close Ticket | Closed | |
| Work In Progress | Client Follow Up | Work In Progress | |
| Work In Progress | Unassign/Escalate | Assigned | |
| Work In Progress | Provide Resolution | Resolution Provided | |
| Work In Progress | Assign to Queue | New | |
| Work In Progress | Create Child Ticket | Work In Progress | |
| Work In Progress | Internal Comment | Work In Progress | |
| Work In Progress | Close (Admin) | Closed | |
| Work In Progress | Need Info - Internal | Waiting - Internal | |
| Work In Progress | Release - Major | Release - Major | |
| Work In Progress | Release - Monthly | Release - Monthly | |
| Work In Progress | Child Ticket Updated | Needs Reply | |
| Work In Progress | Need Info - Partner | Waiting - Partner | |
| Work In Progress | Comment for Ops | Waiting ? Operations | |
| Work In Progress | Ops Comment* | Needs Reply | |
| Waiting - Client | Provide Additional Info | Needs Reply | |
| Waiting - Client | Info Provided | Work In Progress | |
| Waiting - Client | Close Ticket | Closed | |
| Waiting - Client | Client Follow Up | Waiting - Client | |
| Waiting - Client | Provide Resolution | Resolution Provided | |
| Waiting - Client | Create Child Ticket | Waiting - Client | |
| Waiting - Client | Internal Comment | Waiting - Client | |
| Waiting - Client | Close (Admin) | Closed | |
| Waiting - Client | Need Info - Internal | Waiting - Internal | |
| Waiting - Client | Release - Major | Release - Major | |
| Waiting - Client | Release - Monthly | Release - Monthly | |
| Waiting - Client | Child Ticket Updated | Needs Reply | |
| Waiting ? Client | Ops Comment* | Needs Reply | |
| Waiting - Internal | Assign to CSR | Assigned | |
| Waiting - Internal | Need Info - Client | Waiting - Client | |
| Waiting - Internal | Provide Additional Info | Needs Reply | |
| Waiting - Internal | Info Provided | Work In Progress | |
| Waiting - Internal | Close Ticket | Closed | |
| Waiting - Internal | Client Follow Up | Waiting - Internal | |
| Waiting - Internal | Provide Resolution | Resolution Provided | |
| Waiting - Internal | Assign to Queue | New | |
| Waiting - Internal | Internal Comment | Waiting - Internal | |
| Waiting - Internal | Close (Admin) | Closed | |
| Waiting - Internal | Release - Major | Release - Major | |
| Waiting - Internal | Release - Monthly | Release - Monthly | |
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Modified date:
UIDibm10774497 |