Guide to ITS Help Desk Statuses
The Owens ITS Help Desk 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 SUPPORT |
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WAITING FOR CUSTOMER |
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IN PROGRESS |
|
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PENDING |
|
|
ESCALATED |
|
|
CANCELED |
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RESOLVED |
|
|
CLOSED |
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|