Explanation of Ticket Status in TeamDynamix

Environment

ITS Ticketing Application in TeamDynamix

Issue

Understanding the settings for ticket status in TeamDynamix.

Resolution

Ticket Lifecycle (Status): New moves to Active which includes Open and In Progress. Tickets in an active status move on to Closed. When work on active tickets is paused, the ticket moves to an On Hold status of Awaiting User Info, Awaiting Third Party, or Scheduled. When work resumes, the ticket changes back to an active status.

 

Status Values

New Ticket has not been reviewed by ITS 
Open Ticket has been reviewed and assigned (to group or individual) but work has not begun
In Process  Ticket is actively being worked
Scheduled On hold while next steps for ITS are planned for a future date
Awaiting Third Party On hold while waiting for an entity outside ITS
Awaiting User Info On hold while waiting for customer response
Closed Work is complete
Cancelled Withdrawn by requester or ITS; ticket was created in error, or spam

Ticket Handling Guidance, for Requests, Incidents & Problems

  • When assigning to a group or individual (including yourself), change New tickets to Open
  • When assigning to a group or individual, leave In Process and Open tickets with status unchanged
  • Change status to In Process as you begin troubleshooting the ticket or corresponding with the customer; don’t skip from New to Closed
  • Once any group or individual has done any degree of work to triage, assign, or resolve the ticket, do not reset a ticket to New
  • When pausing a ticket while waiting for a customer's response, change status to Awaiting User Info, and set the Goes Off Hold date 2 weekdays in the future
  • When there is a reason to give the customer more than 2 business days to respond, set the status to Scheduled for the desired period
  • When pausing a ticket while waiting for another ITS group or individual, change status to Scheduled, never Awaiting Third Party (third parties are entities outside of ITS)

Closing a ticket

It is sometimes appropriate to close a ticket without customer confirmation:

  • When you are confident you have provided the solution to the customer
  • When you find evidence that the issue has been resolved in another ticket
  • When the problem or outage has been resolved, and resolution has been communicated already
  • Customer has been non-responsive twice in a row

Consider reminding the customer that ITS is here to support them, whether they need assistance with this issue or new concerns. Let the customer know they can can re-open the ticket via the portal, or by replying to the ticket update.

Reopening a ticket

  • If a customer responds to a closed ticket within 9 days of it being closed, the ticket will be reopened.
  • If the customer responds to a closed ticket after 9 days, a new ticket will be created and will reference the old ticket number
    • The new ticket will be automatically assigned directly to the individual responsible for the original ticket
    • Recommendation: Work the new ticket as a new request for assistance; don't reopen the original ticket, and don't merge the original and new tickets

Additional Information

Operational goals have been defined on Backstage for Incidents, Requests and Problems:  IT Service Management (ITSM) processes are integral to the quality of customer service we provide to U-M. When everyone follows the same processes, ITS provides better, more cohesive service to our customers—and makes working with each other easier, too. 

Backstage also defines Writing effectively for tickets.

What causes a ticket to come off hold?

  • The ticket is commented on through the portal

  • The ticket (or a related ticket task) is commented on through email

  • A feed item on the ticket (or a related ticket task) is commented on

  • The Scheduled date is reached

 

Need additional information or assistance?  Submit a request here: ITS-TeamDynamix Support.

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