When viewing a ticket, the ticket status appears in the upper right corner. Below is a table containing the ticket statuses and their meaning. The typical path for a ticket is New --> Assigned --> In Process --> Waiting for... --> Closed.
Status
Description
New
Tickets that have not yet been assigned or responded to in any way
Assigned to Technician
Assigned to a technician who has not yet begun working on it
In Process
Work is underway by the assigned group or individual
Closed
No work remains and customer has been notified
Cancelled
Ticket has been withdrawn by requestor or ITS due to there being a duplicate ticket or the request is no longer needed
Waiting for Resource
Ticket is on hold while the assigned technician waits for a response from another ITS team member
Waiting for Customer Response
Ticket is on hold while ITS awaits for a response from the requestor
Waiting for Vendor
Ticket is on hold while ITS awaits for a response from a vendor
Waiting for Third party
Ticket is on hold while ITS awaits a response from another department at the College (outside ITS)
Scheduled
Ticket is on hold but has a scheduled start date