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The following table describes the predefined status codes for issue tickets.
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Issue Status Code |
Description |
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Approval in Progress |
An issue is open, pending approval. |
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Cancelled |
An issue has been cancelled. |
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Closed |
An issue has been completed. |
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Hold |
The service type events for the issue are on hold. |
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Implementation in Progress |
An issue is being implemented. |
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Open |
An issue has been defined and open so that it can be monitored and managed until it is resolved. |
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Suspended |
Stops workflow tasks on an issue. |
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Transaction in Progress |
A transaction with a customer concerning this issue is in progress. |
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Verification in Progress |
An issue is being verified. |
If your site uses other terminology for identifying the status of an issue, 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 issue status codes, such as the following:
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Customized Issue Status Code |
Description |
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Duplicate |
Issues that have been opened but may be a duplicate of an existing issue for another user. |
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Emergency |
Critical issues that must be addressed immediately. |
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Report |
Issues that are completed and closed, but should be reported on at a management level. |
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