TeamDynamix: Ticket Status Definitions

Summary

This is a quick reference chart to explain what each of the Ticket Statuses represent, their purposes, and how they interact with Service Level Agreements (SLAs).

 

Ticket Statuses

Status When to Use SLA Result

New
  • Newly received, needs to be reviewed.
  • May be gathering additional information for completeness/clarity during this stage. Take responsibility while doing so.
 SLA time is counting.

Open
  • Reviewed, approved (if necessary). Not yet being worked on.
  • Reopened Tickets (customer responds after closure)
 SLA time is counting.

In Process
  • Being worked on.
 SLA time is counting.

On Hold

  • Reviewed, approved (if necessary) but not yet able to perform the work (i.e. due to need for additional work to be completed first, or timing).
 Response & Resolve SLA time pauses.

Waiting on Customer
  • On hold until customer responds or performs required actions
  • Need more information from customer, waiting for response.
 Response & Resolve SLA time pauses.

Pending
  • Pending response/work from someone else i.e. vendor.
 Response & Resolve SLA time pauses.

Cancelled
  • Withdrawn by requestor.
  • Duplicate of another ticket (reference the duplicate in comments when cancelling).
  • Not approved.
 Response & Resolve SLA satisfied.

Closed
  • Work completed.
 Response & Resolve SLA satisfied.

 

Additional TeamDynamix Resources


To request service, report an issue, ask questions or request training, contact the TeamDynamix Application Administrator by opening a ticket here:   https://td.usnh.edu/TDClient/60/Portal/Requests/ServiceDet?ID=120

Visit the TeamDynamix area in the Knowledgebase: https://td.usnh.edu/TDClient/60/Portal/KB/?CategoryID=130

Print Article