{"id":46390,"date":"2011-06-13T11:35:29","date_gmt":"2011-06-13T15:35:29","guid":{"rendered":"http:\/\/www.bu.edu\/tech\/?page_id=46390"},"modified":"2014-05-07T12:39:17","modified_gmt":"2014-05-07T16:39:17","slug":"status-lifecycle","status":"publish","type":"page","link":"https:\/\/www.bu.edu\/tech\/about\/service\/incident-management\/managing-tickets\/how-to-basics\/status-lifecycle\/","title":{"rendered":"Ticket Status Changes"},"content":{"rendered":"<p>A ticket can be in any of the following status phases throughout its lifecycle:<\/p>\n<p><strong>NEW \u2013<\/strong> when a ticket is initially created, whether created manually or automatically, the status will be automatically set to\u00a0<strong>New<\/strong>.<\/p>\n<p><strong>UNASSIGNED<\/strong> \u2013 \u00a0the ticket status will then automatically change\u00a0to <strong>Unassigned <\/strong>when a ticket is transferred to another Assignment Group or when an assignee has been removed from the Assigned To field.<\/p>\n<p><em>Special Note:\u00a0<\/em>\u00a0There are automated status that occur when certain users respond tickets that are On Hold &gt; Pending Client; and there is no one listed in the Assigned To field:<\/p>\n<ul>\n<li>If a Client, Public Watch List user, or anyone not listed on the ticket makes an update to the ticket (via email, My Tickets, etc); the status will automatically change to <strong>Unassigned<\/strong>.<\/li>\n<\/ul>\n<p><strong>ASSIGNED <\/strong>\u2013 when a ticket is assigned to a group AND assigned to an individual, the ticket status will go to <strong>Assigned<\/strong>.<\/p>\n<p><em>Special Note: <\/em>\u00a0There are automated status that occur when certain users respond tickets that are On Hold &gt; Pending Client:<\/p>\n<ul>\n<li>If a Client, Public Watch List user, or anyone not listed on the ticket makes an update to the ticket (via email, My Tickets, etc); the status will automatically change to\u00a0<strong>Assigned<\/strong>.<\/li>\n<\/ul>\n<p><strong>ON HOLD<\/strong> \u2013 when you <em>manually<\/em> select the status <strong>On Hold<\/strong>, an additional field must be selected. This is the <strong>Hold Code Field<\/strong> (notice it has a red bar on the left \u2013 indicating it is a required field). The potential <strong>Hold Code<\/strong> options are:<\/p>\n<ul>\n<li><strong>Pending Client<\/strong> \u2013select this option if you are waiting on additional information from the client before you can continue to resolve their incident or fulfill their request<\/li>\n<li><strong>Scheduled <\/strong>\u2013 select this option if work needs to be done and you have coordinated with the client to determine the time during which you will complete the work<\/li>\n<li><strong>Pending Vendor<\/strong> \u2013 select this option if you are waiting for information or equipment\/supplies from a vendor before you can continue to resolve the incident or fulfill the request<\/li>\n<li><strong>Pending BU Other<\/strong> \u2013 select this option if you are waiting for information (or for work to be performed) by another BU group (non IS&amp;T)\u00a0\u00a0 before you can continue to resolve the incident or fulfill the request<\/li>\n<\/ul>\n<p><strong>RESOLVED<\/strong> \u2013 when you select the button to\u00a0<strong>Resolve Now<\/strong>, the status will automatically change to <strong>Resolved<\/strong>. \u00a0Other fields are also required when you Resolve a ticket, including Client Service, Service Component (if not already selected), and Resolution. Resolution may be copied from the Internal Note field when using the Copy to Resolution checkbox.<\/p>\n<p><em>Special Note:\u00a0<\/em>\u00a0There are automated status that occur when certain users respond tickets that in Resolved status:<\/p>\n<ul>\n<li>If a Client on the ticket makes an update to the ticket (via email, My Tickets, etc); the status will automatically change to\u00a0<strong>Assigned<\/strong>. The system will not change the status for any other user.<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>A ticket can be in any of the following status phases throughout its lifecycle: NEW \u2013 when a ticket is initially created, whether created manually or automatically, the status will be automatically set to\u00a0New. UNASSIGNED \u2013 \u00a0the ticket status will then automatically change\u00a0to Unassigned when a ticket is transferred to another Assignment Group or when&#8230;<\/p>\n","protected":false},"author":1348,"featured_media":0,"parent":46365,"menu_order":9,"comment_status":"closed","ping_status":"closed","template":"","meta":[],"_links":{"self":[{"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/pages\/46390"}],"collection":[{"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/users\/1348"}],"replies":[{"embeddable":true,"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/comments?post=46390"}],"version-history":[{"count":13,"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/pages\/46390\/revisions"}],"predecessor-version":[{"id":77984,"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/pages\/46390\/revisions\/77984"}],"up":[{"embeddable":true,"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/pages\/46365"}],"wp:attachment":[{"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/media?parent=46390"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}