Who can use this feature?
- Available in TDAdmin and the Ticketing Application Admin
- License Requirement: Enterprise
- Application Access: User must have access to Work Management, and Administrator access to the specific Ticketing application
- Administrative Access:
- Global Administrators can manage ticket types in TDAdmin
- Ticketing Application Admins can manage ticket types from the Ticketing Application Admin interface
Each Ticketing application has its own set of ticket statuses, which can be customized or expanded to meet your organization's needs. TeamDynamix includes seven built-in default ticket statuses that are commonly used in IT organizations. You can modify the default statuses as needed.
There are five main types, referred to as status classes, that help track ticket work progress. Each represents a different state of ticket progress.
In this article, we'll cover:
The five status classes are:
- New – Work on the ticket has not been started nor accepted.
- In Process – The ticket has been accepted, but the work on it has not been completed. This counts as an SLA response.
- Completed – Work on the ticket is complete. This counts as both an SLA response and resolution.
- Cancelled – Work on a ticket has been cancelled.
- On Hold – Work on a ticket has been suspended, but may continue later.
Any number of statuses can be created for these classes with custom Status Names, making it easier for technicians to process tickets.
Completed and Cancelled statuses can be set to "Do Not Reopen." This setting prevents the system from automatically updating the status on these tickets, and should be used for a "final" status that you do not expect to change.
On Hold status can be set to "Requires Goes Off Hold". This setting prompts the user to enter the time when the ticket will automatically be taken off hold, at which point it will revert to its previous status. If a "Goes Off Hold" value is supplied, note that the processor that handles bringing tickets off hold runs every 15 minutes. This means it is possible for a ticket to drop off hold on the designated date up to ~15 minutes after the configured time, depending on where that ticket falls within a given processing cycle.
Seven statuses are delivered with the tool, and they closely resemble the Information Technology Infrastructure Library (ITIL) standard. Though default statuses cannot be deactivated, they can be customized to meet your organization's needs.
The seven default status names are:
| Status Name |
Class |
Description |
| New |
New |
The ticket has been received but has not been assigned to a technician. |
| Open |
In Process |
An incident has been assigned to a technician or group. |
| In Process |
In Process |
The ticket has been assigned to a technician or group, but has not been resolved. The agent is actively working with the user to diagnose and resolve the ticket. |
| Resolved |
Completed |
The technician has confirmed that the ticket is resolved and that the client's service has been restored. |
| Closed |
Completed |
The client has acknowledged that the resolution is satisfactory. |
| Canceled |
Cancelled |
The ticket has been canceled, and no further action is needed. |
| On Hold |
On Hold |
The ticket requires information or a response from the user or a third party. The ticket is placed on hold to ensure SLA response deadlines are not exceeded while awaiting a response. |
To create a new ticket status:
- Open the Statuses page in the Admin UI:
- Ticketing Application Admins: In Work Management, open the Ticketing Application, click the gear icon in the top-right corner, select Admin from the menu, then Statuses in the left navigation
- Global Admins: In TDAdmin, go to Applications, select the Ticketing Application, then click Statuses in the left navigation
- Click the +New button.
- Enter the Name and Description
- Order - To determine the sequence in which status options appear in the dropdown menu, assign an order to each option. Many organizations arrange these statuses in the order they should follow in the ticket workflow. If no order is specified, the options will be listed alphabetically.
- Is Active determines if a status is available to add to tickets
- Set the associated Class
- Click Save
To edit a ticket status, click Edit at the right end of the row next to the status you would like to edit.
Note that changing the class of a status will not affect the responded to or completed information for any tickets that currently have this status.
Once created, a status cannot be deleted, though it can be marked Inactive.