Most Common Status progression for Support Requests
Seq | Status | Definition |
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1 | Submitted | | Insert excerpt |
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| Ticket Status-Submitted |
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| Ticket Status-Submitted |
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| nopanel | true |
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| Expand |
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| title | Potential Next Statuses |
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| To Do: The most common next status. In Progress: The ticket has been assigned but work is expected to span multiple days. Waiting for Customer: There are questions that must be answered before the ticket can be assigned. Customer Approval: The work has finished (for relatively simple support issues). Resolved: The customer has confirmed it is finished or has indicated it can bypass Customer Approval upon completion. Closed: Unlikely but possible. |
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2 | To Do | | Insert excerpt |
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| Ticket Status-To Do |
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| Ticket Status-To Do |
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| nopanel | true |
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| Expand |
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| title | Potential Next Statuses |
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| In Progress: The most common next status. Waiting for Customer: There are questions that must be answered before the ticket can be assigned. Customer Approval: The work has finished (for relatively simple support issues). Resolved: The customer has confirmed it is finished or has indicated it can bypass Customer Approval upon completion. Closed: Unlikely but possible. |
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3 | In Progress | | Insert excerpt |
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| Ticket Status-In Progress |
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| Ticket Status-In Progress |
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| nopanel | true |
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| Expand |
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| title | Potential Next Statuses |
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| Waiting for Customer: There are questions that must be answered before work can continue. Customer Approval: The work has finished (for relatively simple support issues). Resolved: The customer has confirmed it is finished or has indicated it can bypass Customer Approval upon completion. Closed: Unlikely but possible. |
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4 | Waiting for Customer | | Insert excerpt |
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| Ticket Status-Waiting for Customer |
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| Ticket Status-Waiting for Customer |
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| nopanel | true |
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| Expand |
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| title | Potential Next Statuses |
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| In Progress: The questions have been answered and work can continue on the ticket. Waiting for Customer: There are still questions that must be answered before work can continue. Customer Approval: NLP believes the work has finished. Resolved: The customer has confirmed it is finished or has indicated it can bypass Customer Approval upon completion. Closed: A resolution is not possible. |
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5 | Customer Approval | | Insert excerpt |
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| Ticket Status-Customer Approval |
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| Ticket Status-Customer Approval |
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| nopanel | true |
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| Expand |
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| title | Potential Next Statuses |
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| In Progress: The customer has indicated the ticket is not ready to be resolved. Resolved: The customer has confirmed it is finished or has indicated it can bypass Customer Approval upon completion. |
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6 | Resolved | | Insert excerpt |
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| Ticket Status-Resolved |
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| Ticket Status-Resolved |
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| nopanel | true |
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7 | Closed | | Insert excerpt |
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| Ticket Status-Closed |
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| Ticket Status-Closed |
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| nopanel | true |
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