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As an analyst you work extensively with tickets. Besides working on a requested service, you can take multiple actions on a ticket. You can reclassify a ticket that is based on the nature of its request. You can determine the progress of the request, update solution details to the ticket, and more. |
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- Phase: During a ticket life-cycle, the ticket passes through different phases. Based on its progression the ticket can loop back to a previous phase. The phase definitions differ based on the ticket type.
- Status: Status refers to the current stage of the ticket in its life-cycle. They can be New, Queued, Active, Pending, Complete, Resolve-Validation, Resolved, Closed. Fixed ticket statuses cannot be modified. A ticket can move from one status to another - not necessarily in a specific order.
- Reason Code: Reason code is used to assign a reason why a ticket is in a given status or phase. For example, a ticket could be set into pending status for several reasons, such as Pending Customer, Pending Vendor, Pending Information.
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