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The following table describes the predefined status codes for request tickets.
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Request Status Code |
Description |
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Acknowledged |
The receipt of a request has been acknowledged. |
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Closed |
A request has been completely resolved. |
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Closed—Unresolved |
A request has been closed but still must be resolved. |
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Fix in Progress |
A request is pending a fix. |
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Hold |
The service type events for the request are on hold. |
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Open |
A request has been defined and is being used to monitor and manage its completion. |
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Problem Closed |
A problem request is completely closed. |
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Problem Fixed |
A problem request is fixed, but not closed. |
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Problem Open |
A request has been identified as a problem. |
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Researching |
A request is open pending additional research and analysis. |
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Work in Progress |
Work is being done to fix a request. |
If your site uses other terminology for identifying the request status, you should define status codes that suit your needs and ignore the predefined status codes, or change the definitions to match your use. For example, you may want to define additional request status codes, such as the following codes:
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Request Status Code |
Description |
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Duplicate |
Requests that have been opened but may be a duplicate of an existing request for another user. |
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Emergency |
Critical requests that must be addressed immediately. |
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Report |
Requests that are resolved and closed, but should be reported on at a management level. |
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Test |
Requests that are resolved, but should be tested for one week before closing. |
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