As the ticket makes its journey through the ticket system to the point of closure, it changes ‘status.’ A ticket in our system will always have one of the following statuses:
New: The ticket is recently created, and for a new issue.
In Progress: A technical resource is working on the ticket (onsite or remote).
Reopened: The ticket has been reopened by the customer or Solid Systems.
Scheduled Onsite: An onsite service call has been scheduled and confirmed by the customer.
Scheduled Remote: A remote service call has been scheduled.
Escalate: Ticket has been escalated either to a different queue or resource.
Waiting Customer: Solid Systems are waiting on a customer’s response before we can move the ticket forward. If no response is received, after a notification to the customer, the ticket may be closed automatically.
Waiting Customer DNC (Do not Close): Waiting on the customer before we can move forward on the ticket; ticket will not be closed automatically.
Waiting Supplier: Waiting on an external supplier before we can move forward on the ticket.
Waiting Management: Waiting on Solid Systems management before proceeding.
Complete: Ticket is resolved.