Request Statuses: What are they and how do they work?

There are six different statuses - New, Open, Pending, On-hold, Solved, Closed. We'll take a closer look at each to give you a better idea about what is going on with your request.

New: Your request has been received, but has not been reviewed or has not received a response from our team, yet.

Open: The ball is in our court.

Examples

1. Your request has been received and is awaiting reply from us
2. Your request has been responded to and we have assigned an estimated completion date to it, but is not assigned to a specific person.

Pending: We are awaiting a reply from you. A request will automatically change from a pending status to a solved status after 14 days. The requester on the ticket will receive an email that the ticket has changes status.

Examples

1. We have sent the ticket to you for additional requirements or further review
2. We have created a ticket for you about an action that we need you to take
3. We are waiting for an update or a go-ahead and we have sent the ticket back your way as a reminder

On-hold: This is a status we don't use often, however when we do, it is typically because we are waiting on something outside of our control and there are no current action items on the ticket.

Solved: We believe we have completed all requirements outlined in the ticket. Tickets in a solved status can be re-opened if there are any follow-up questions. Any new requirements after a ticket has been solved should be provided in a new ticket. Solved tickets will change from a solved status to a closed status after 4 days.

Closed: The ticket can no longer be opened. A follow-up ticket can be created based off of a closed ticket. This can be beneficial in situations where the initial ticket contain many relevant details. Or, if you create a new ticket, you can always link to a closed ticket by typing # and then the ticket number - no spaces between (#111111).