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Ticket Status Definitions
OIT's Ticketing Application has pre-defined response templates for status changes on tickets (including escalations). OIT "Tickets" application user can access those under "Templates > *Status Change" when updating a ticket.
Please Note: Auto-generated emails to specific groups or individuals are only guaranteed when using Update.
Ticket Status: New
Definition & Details:
The new status indicates that the ticket has been received but has not been assigned to a technician.
- Metrics/KPI Guidance: Ticket should not remain in "New" status. In order to fulfill the 'Create to Respond/Resolve' goals for your department, ticket status should changed when beginning work or assigning to responsible group/person
- After changing the status from “New” to another status, do not change the status back to “New.”
- Recommend adding comment to inform the requestor ticket has been received and will be assigned soon.
Status change “New” to “Open”
Ticket Status: Open
Definition & Details:
The open status means that a ticket has been assigned to a technician or group but work has not been started.
- Metrics/KPI Guidance: 'Create to Respond to' Metric/KPI has been met by the status transition from "New" to "Open".
- Ticket should move to "In Process" status.
- Recommend adding comment to inform the requestor that ticket is assigned and work will begin on the ticket soon.
Status change “Open” to “In Process”
Ticket Status: In Process
Definition & Details:
Active work is being performed to resolve or fulfill it.
- Metrics/KPI Guidance: 'Create to Respond to' Metric/KPI has been met by the status transition from "New" to "In Process". It is acceptable for a ticket to transition directly from "New" to "In Process" if it is assigned, and actively being worked on concurrently.
- The agent or group responsible for resolving the ticket will manually change the ticket status to “In Process” to indicate work has started.
Ticket Status: Waiting for Customer
Definition & Details:
Indicates work on an ongoing ticket is paused because the responsible person/group needs information or action from the requestor.
- Metrics/KPI Guidance: Pauses Metrics/KPI timers. (i.e.: "Create to Resolve)
- The agent or group responsible for resolving the ticket will manually change the ticket status to “Waiting for Customer” to indicate that a response from the Requestor is needed.
- Any updates to “Waiting for Customer” will revert the ticket back to its previous ticket status.
Status change to “Waiting for Customer”
Ticket Status: Waiting for Vendor
Definition & Details:
Indicates work on an ongoing ticket is paused because the responsible person/group needs information or action from a Vendor or 3rd Party.
- Metrics/KPI Guidance: Pauses Metrics/KPI timers. (i.e.: "Create to Resolve)
- The agent or group responsible for resolving the ticket will manually change the ticket status to “Waiting for Vendor” to indicate that a response from a third-party outside the university is needed.
- Any updates to “Waiting for Vendor” will revert the ticket back to its previous ticket status.
Status change to “Waiting for Vendor”
Ticket Status: Resolved
Definition & Details:
This status indicates that a resolution has been applied and the request or incident is considered fulfilled. The customer has X calendar days, as defined in your departments ticketing application, to confirm resolution. If no response is received, the ticket will close automatically. Further issues will be logged as a new ticket.
- Metrics/KPI Guidance: Criteria for 'Create to Initial Resolve' Metric/KPI has been met.
Status change to “Resolved”
Ticket Status: Closed
Definition & Details:
This status indicates that the request or incident is considered fulfilled. A response, or rurther issues will be logged as a new ticket.
- Metrics/KPI Guidance: Criteria for 'Create to Initial Resolve' Metric/KPI has been met.
Status change to “Closed”
Ticket Status: Cancelled
Definition & Details:
This indicates that the Requestor has canceled the Service Request because the required service or assistance is no longer needed. This may occur when the Requestor has implemented a workaround or resolved the issue independently, or the original request is no longer valid.
- Requestor can cancel a request through the “View my tickets” button on help.ohio.edu.
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