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Status is used to indicate the stage of the ticket in its lifecycle. All ticket classifications share a common status list, but not all classifications use every status.
The SLA calculation uses status to know when to keep the "timer" running and when to pause as often a ticket is waiting on something before it can be resolved.
SLA is our measure to know overall how responsive we are and how much of the time we are resolving things within the targets we set; Be mindful that whenever you use an "on-hold" status you should ask yourself if stopping the clock will still allow the SLA to be calculated with that purpose in mind. The "On-Hold" status class should not be misused to intentionally meet the ticket SLA.
| Status |
Description |
Status Class |
SLA
Respond By |
SLA
Resolve By |
| New |
Sent to IT via email or logged via the Service Catalog but not yet acknowledged by a technician. |
New |
Running |
Running |
| Reopened |
Ticket that was resolved, closed, or cancelled but reopened within 7 days. |
In Process |
Finished |
Running |
| In Process |
Acknowledged by an IT technician; may be actively being worked or may be queued for action. |
In Process |
Finished |
Running |
| Reassigned |
A ticket assigned to another individual or support group to work. |
In Process |
Finished |
Running |
| Waiting on Vendor |
Requires third-party input before taking further action. Should be used only for external vendors, not for other CIT teams. |
In Process |
Finished |
Running |
| Waiting on Customer |
Requires customer input before taking further action. |
On Hold |
Paused |
Paused |
| On Hold |
General hold at the request of customer or an IT manager. |
On Hold |
Paused |
Paused |
| Scheduled |
Waiting until a predetermined time for further action. |
On Hold |
Paused |
Paused |
| Resolved |
Issue believed to be resolved or request fulfilled, but customer communication may continue. |
Completed |
Finished |
Finished |
| Closed |
No further interaction with this ticket needed. Tickets are automatically advanced to this status 7 days after they are set to Resolved. |
Completed |
Finished |
Finished |
| Cancelled |
Customer withdrawal or erroneous/non-work ticket (eg. spam email, duplicate request) |
Cancelled |
Finished |
Finished |
Note: Change uses the New status for all requests for change until they have been authorized and set to Scheduled.; please see the change process documentation for more information on how to apply status to this process.
Status Class
- New: CIT has not yet acknowledged the ticket.
- In Process: CIT has acknowledged the ticket and is working on it actively. A ticket is considered "responded to" by TDX for SLA target purposes when a ticket first enters this status class.
- On Hold: CIT is unable to continue work on the ticket. The ticket will automatically change to "In Process" status upon any of the following conditions:
- Ticket reaches its "Goes Off Hold" date
- Comment is made on an existing feed entry in TDNext
- Email to the ticket is received
- Completed: CIT considers the work to be complete. A ticket is considered "resolved" by TDX for SLA target purposes when a ticket first enters this status class.
- Cancelled: The user has cancelled the ticket, or CIT determined it was a non-ticket, such as spam or testing.
Note: As status is shared and used across multiple practices within the service management suite, you should use status as indicated by the procedures for the ticket classification that you are processing; for example backline processes such as change may require you to use status in a different way then incident and service request. Ask the process coordinator if unsure how to use status for a specific process.