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Team Dynamix Statuses
Team Dynamix has a number of statuses that mean different things. This article includes the list of the statuses and what they are for.
To stop the SLA timer, the customer/requestor needs to be contacted through the ticket and the status set to something other than new.
Information
New- Default state of all new cases.
Assigned- An owner has been found for the case and the customer has been contacted.
In Process- Work is actively being done on the case. Also used in Change management for when a change is due to take place.
Resolved- Ticket is believed to be complete, but we have not yet got confirmation from the customer/Requestor. Will default to closed in 3 days.
Closed- Ticket is confirmed resolved or has no response 3 days after being resolved.
Cancelled- Requestor has withdrawn the ticket.
On Hold- This ticket is being held due to a long-term delay. The delay could be part-related, or de-prioritization. This should require supervisor approval. These should be reviewed weekly.
Pending- a status used in the change management workflow. This is the status when awaiting approval.
Scheduled – This is a status for CSS and VSS to use for events that are scheduled but are not set to happen until a later date.