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Seq | Status | Definition |
|---|
1 | Submitted | | Insert excerpt |
|---|
| Ticket Status-Submitted |
|---|
| Ticket Status-Submitted |
|---|
| nopanel | true |
|---|
|
|
| Expand |
|---|
| title | Potential Next Statuses |
|---|
| 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. |
|
2 | To Do | | Insert excerpt |
|---|
| Ticket Status-To Do |
|---|
| Ticket Status-To Do |
|---|
| nopanel | true |
|---|
|
|
| Expand |
|---|
| title | Potential Next Statuses |
|---|
| 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. |
|
3 | In Progress | | Insert excerpt |
|---|
| Ticket Status-In Progress |
|---|
| Ticket Status-In Progress |
|---|
| nopanel | true |
|---|
|
|
| Expand |
|---|
| title | Potential Next Statuses |
|---|
| 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. |
|
4 | Waiting for Customer | | Insert excerpt |
|---|
| Ticket Status-Waiting for Customer |
|---|
| Ticket Status-Waiting for Customer |
|---|
| nopanel | true |
|---|
|
|
| Expand |
|---|
| title | Potential Next Statuses |
|---|
| 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. |
|
5 | Customer Approval | | Insert excerpt |
|---|
| Ticket Status-Customer Approval |
|---|
| Ticket Status-Customer Approval |
|---|
| nopanel | true |
|---|
|
|
| Expand |
|---|
| title | Potential Next Statuses |
|---|
| 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. |
|
6 | Resolved | | Insert excerpt |
|---|
| Ticket Status-Resolved |
|---|
| Ticket Status-Resolved |
|---|
| nopanel | true |
|---|
|
|
7 | Closed | | Insert excerpt |
|---|
| Ticket Status-Closed |
|---|
| Ticket Status-Closed |
|---|
| nopanel | true |
|---|
|
|
Open
Our first step will be to qualify ‘Open’ support issues. In order to qualify an issue we must understand the severity and have enough information to effectively troubleshoot and subsequently solve it. New support issues will either be moved to:
...