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Listed below are the primary statuses in use in the System Office instance of TeamDynamix.
Note that each status belongs to a status class. This is useful to know when creating reports so you can, for example, have a report on all tickets in the On Hold status class without having to pick individual statuses.
New
New tickets opened by requesters. Updating the status from New to something else will avoid technicians getting reminders to respond to the ticket.
Class: New
Investigating
Initial research into the ticket has begun.
Class: In Process
In Process
A technician is actively working on a ticket.
Class: In Process
Awaiting Your Reply
If this status is set with no Off Hold date, then the ticket will automatically move to Cancelled (Work done - No Response) after ten (10) days. If an Off Hold date is set, then it will behave like any other On Hold status.
Class: On Hold
Marked as Resolved
A ticket that has been worked on by a technician and has received a resolution, but the requester has not confirmed.
Class: Completed
Closed (Confirmed)
A ticket that has been closed once the resolution has been confirmed by the requester.
Class: Completed
Closed (No response)
A ticket that is Marked as Resolved is automatically moved to this status after eight (8) days of inactivity.
Class: Completed
Cancelled (Work done - No Response)
A ticket that is marked as Awaiting Your Reply, with no Off Hold date specified, is automatically moved to this status after ten (10) days of no response. Three reminders are sent before this happens.
Class: Cancelled
Cancelled (No work done)
When a requester withdraws their own ticket, although this can be changed to Cancelled (Work done - No Response) by a technician if appropriate.
Class: Cancelled
Reopened
A ticket that is in the completion or cancellation status class is changed to Reopened if someone updates the ticket within eight (8) days.
Class: In Process