The Owens ITS Access Store sends an email notification of any changes to the status of a ticket to the person who entered the request (requestor) along with anyone the requestor has shared the ticket with through their customer portal. Below are the statuses any ticket can be placed in.

STATUS

WHY THIS STATUS

POSSIBLE REQUESTOR ACTION NEEDED

WAITING FOR APPROVAL

  • The ticket has just been created and is waiting for the approver, usually your supervisor, to approve the request

  • No Action Required

WAITING FOR DATA OWNER APPROVAL

  • The ticket has been approved by the initial approver, usually your supervisor. Now it must be approved by one of the data owners

  • No Action Required

WAITING FOR SUPPORT

  • The ticket has been approved by all parties

  • The requestor has responded to information from the agent working on the ticket

  • No Action Required

WAITING FOR CUSTOMER

  • The agent assigned the ticket has updated the ticket with information and is waiting for the requestor to respond

  • A response is needed to the agent's update

IN PROGRESS

  • The agent is actively working on the ticket

  • No Action Required

PENDING

  • The agent is waiting on software, hardware, etc. that has caused a delay on the ticket

  • No Action Required

ESCALATED

  • The ticket has been escalated to a higher state so that it may be completed in a timely fashion

  • No Action Required

CANCELED

  • The ticket has been canceled either by the agent or the requestor

  • This ticket has been declined at any of the approval levels

  • No Action Required

RESOLVED

  • The ticket has been resolved by the agent

  • No Action Required

CLOSED

  • The ticket has been closed
    A ticket is normally closed 180 days after it is resolved.

  • No Action Required