Getting Started with Ticket Statuses

This getting started article will help Administrators to create custom ticket statues using the TDAdmin interface.

Overview

Custom ticket statuses can be configured and used in tracking ticket progress. TeamDynamix includes seven built in default ticket statues that are commonly used within IT organizations.  Statuses can be customized further to meet any unique needs of your unique needs.

A Ticketing Application can have any number of ticket statuses. There are five main types that are helpful in tracking ticket work progress, referred to as a status class. Each represents a different state of ticket progress.

Where to Find This

This feature appears in the TDAdmin interface.

Navigate to Ticket Statues following this path:

• TDAdmin > Applications > [Ticketing Application Name] > Statuses

Where to Start

Status Classes

The five status classes are:

• New – Indicates that work on a ticket has not been started or has not been accepted.
• In Process – Indicates that a ticket has been accepted, but that work on it has not been completed. This counts as an SLA response.
• Completed – Indicates that work on a ticket has been completed. This counts as both an SLA response and resolution.
• Cancelled – Indicates that work on a ticket has been cancelled.
• On Hold – Indicates that work on a ticket has been suspended but may continue later.

Any number of statuses can be created for these classes with custom names so that it is easier for technicians to process tickets. The custom names are called a Status Name.

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 statues can be set to "Requires Goes Off Hold". This setting makes the system prompt the user for the time when the ticket will be automatically be taken off hold, at which time it will revert to its previous status. If a Goes Off Hold value is supplied it should be noted that the processor which handles bringing tickets off hold runs at 15 minute intervals. This means it is entirely possible for a ticket to drop off hold on the designated date up to ~15 minutes later than the specific configured time, depending on where that ticket falls within a given processing sweep.

Default Statuses

Seven statuses are delivered with the tool, and they closely resemble the Information Technology Infrastructure Library (ITIL) standard.

The seven built-in status names are:

• New – The new status indicates that the ticket has been received but has not been assigned to a technician.
• Open – The open status means that an incident has been assigned to a technician or group.
• In Process – The in-progress status indicates that a 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 – The resolved status means that the technician has confirmed that the ticket is resolved, and that the client's service has been restored.
• Closed – The closed status indicates that the client has acknowledged that the resolution is to their satisfaction.
• Canceled – Indicates that a ticket has been canceled and no further action needs to be taken.
• On Hold – The on-hold status indicates that the ticket requires some information or response from the user or from a third party. The ticket is placed on hold so that SLA response deadlines are not exceeded while waiting for a response.

Note: Any ticket which was created and cancelled in the same step will still have its SLA calculated since it never had an open or in process status.

Ticket Settings

There are other status-related settings that a ticketing application administrator can change. These can be viewed in TDAdmin >Applications > [Ticketing Application Name] > Settings. See the related article Getting Started with Ticket Settings for more information about these settings. 

Creating or Modifying Ticket Statuses

To create a ticket status on a single application:

1. In TDAdmin, click Applications in the left navigation.
2. Select the desired Ticketing Application.
3. Click Statuses in the left navigation.
4. Click the +New button. 
5. Enter the Name, Description, Order and associated Status Class
6. Click Save

To edit a ticket status for all Ticketing Applications:

1. In TDAdmin, click Applications in the left navigation.
2. Select the desired Ticketing Application.
3. Click Statuses in the left navigation.
4. Click Edit next to the status you would like to edit
5. Update the desired information
6. Click Save

Modifying Ticket Settings

To modify ticket settings:

1. In TDNext, open the Admin application.
2. Click Applications in the left navigation.
3. Select the desired Ticketing Application.
4. Click Settings, then modify the desired setting.
5. Click Save

Gotchas & Pitfalls

• You can edit the order of the choices in the page status dropdown. If no order is specified or they are all the same value, the statuses will appear in alphabetical order.
• Statuses classified as On Hold have a Requires Off Hold setting which can be used to ensure that, if desired, all On Hold tickets can be reactivated at some point. If a Goes Off Hold value is supplied it should be noted that the processor which handles bringing tickets off hold runs at 15 minute intervals. This means it is entirely possible for a ticket to drop off hold on the designated date up to ~15 minutes later than the specific configured time, depending on where that ticket falls within a given processing sweep.
• Once created, a status cannot be deleted. It can be marked Inactive. 
• Statuses used as a default status may not be deactivated.