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Service Request Status Overview

Last updated: Thu, 09 Nov 2017 04:56:19 GMT
iOFFICE Knowledge Center

Service Request Status Overview

Service request tickets are listed in various statuses during the ticket's lifecycle. From the moment a ticket is added to the ticket resolution stage, operators and managers can use the Status column to quickly identify the status of a ticket. Refer to the following list for an explanation of each service request status.

Note: The status of a service request ticket is the status displayed in the Ticket Status field; this overall status should not be confused with the status of an operator assigned to the ticket.
 

Status

 

Description

Submitted

=

The ticket has been added to the Service Request module.

Dispatching

=

The ticket has been assigned to an operator, but the operator has not accepted the assignment.

Waiting

=

The ticket has been accepted by an operator, but the operator has not started work on the ticket.

In Progress

=

An operator assigned to the ticket has started work on the ticket.

On Hold

=

The ticket has been placed on hold by an operator assigned to the ticket.

Completed

=

The ticket has been marked as completed by an operator assigned to the ticket.

Cancelled

=

The ticket has been canceled.