OCIO_SD_-_Attachment_19_-_Ticket_Status_Definitions.docx

Remedy/ITSM Ticket Status Definitions

New: Initial creation of a ticket.

Assigned: Ticket is assigned to the group responsible for resolution, but no individual in the group has accepted responsibility.

In Progress: Ticket has been accepted by a member of the responsible group and is actively working the ticket. Ticketholder provides updates throughout the process so that management and customer can see current status.

Pending: Client Action required: Ticketholder is waiting for customer response or action.

Pending: Local Support Action required: Ticketholder is waiting for another member of the team, or a member of a different team, to provide additional support.

Pending: 3rd party Vendor Action required: Ticketholder is waiting for 3rd-party action, such as backup tapes being shipped to site or new hardware from vendor hasn’t yet arrived.

Pending: Client Hold: Ticketholder has resolved User’s issue, but User asks that s/he has a chance to review the resolution before putting the ticket into Resolved status.

Resolved: Issue has been completed and fix has been verified by the ticketholder. User has not verified that the issue is resolved.

Closed: Ticket is complete. Ticketholder/assigned group has received confirmation from User that the issue is resolved.