Ticket Status and State are indicators of how far down your organizations resolution process the Ticket has progressed.
Statuses are configured by an administrator and should match what users understand to be the distinct steps in the resolution process.
Updating the status on a Ticket is often the indication that a Ticket has transitioned from one step to another.
Specifying a status is required when creating a Ticket and the following Statuses are provided by default:
Open
In progress
Resolved
Closed
States are representations of the underlying phases that all Tickets pass through.
Every Ticket Status must be mapped to one of the pre-defined States which then allows the system to recognize what part of Ticket life-cycle your user-defined Statuses fit into.
The IDI platform provides the following Ticket States:
Open: Used to identify when a Ticket has been created but has not be assigned to or reviewed by the person providing initial support. Open indicates that no time has been invested into resolution yet.
In progress: Used to identify when work to resolve a Ticket has been initiated.
Resolved: Used to identify when the issue or request identified in the Ticket has been addressed but the Ticket is still active. Tickets may be assigned a Resolved status before they are Closed pending monitoring or verification that the issue/request has been fully addressed.
Closed: Indicates that no further work on a Ticket will be done.
Administrators can configure as many Statuses for each State as their organization requires. The default Statuses provided map very simply to States of the same name:
Default Status - State Mapping
Status
State
Open
Open
In progress
In progress
Resolved
Resolved
Closed
Closed