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Ticket has been withdrawn by requestor or ITS due to there being a duplicate ticket or the request is no longer needed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