Frequently Asked Question
TICKET STATUS | DESCRIPTIONS |
OPEN | When a new incident ticket is created, the status by default will be in Open State. |
ACKNOWLEDGED | When the status is in acknowledge, it means that support team have acknowledge and received the incident ticket. |
INPROGRESS | When a workaround is in progress of the request the incident ticket will be to in-progress status. |
RESLOVED | When a helpdesk or support team workaround completed on issue, the ticket status is set to resolve. However, if the end-user are still not satisfied or issue is not resolved, then the end-users can still re-open the ticket by posting a reply. |
CLOSED | The closed status is more or less the same with Resolved state, only different is end-users cannot re-open the closed tickets. |