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A combination of the ticket status and reason code is used to manage the workflow actions available and manage the ticket progression. As a ticket progresses, it grows to include activities toward resolving, fulfilling, and closing the request. Ticket progression also includes manual, automatic actions, and communications to and from the ticket. The administrator can configure different workflow actions to be available on the ticket to control the progression of the ticket.
Ticket Types
In ServiceAide Cloud Serviceaide Intelligent Service Management (CSM), there are five types of tickets:
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