Guide to ITS Project Request Statuses

The Owens ITS Project Request 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
UNDER REVIEW	The ticket has just been created and will be reviewed by IT Leadership	No Action Required
WAITING FOR APPROVAL	The project is large enough that it requires VP level approval	No Action Required
TO DO	The ticket has been approved and has been assigned to an agent	No Action Required
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
DONE	The ticket has been resolved by the agent	No Action Required
DECLINED	The ticket was declined either by IT Leadership or at the VPN level	No Action Required