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	The ticket has just been created 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	No Action Required
RESOLVED	The ticket has been resolved by the agent	No Action Required If you feel the ticket is not resolved or the issue returns you can update the ticket and it will be put back “IN PROGRESS”
CLOSED	The ticket has been closed Once a ticket is closed, usually 180 days after it is resolved, you must open a new ticket if the issue returns	No Action Required