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- NEW: The initial status of a ticket after you creates it or inserts it. You cannot revert to this status after you change it.
- QUEUED: Ticket ownership has been assigned to a person or a group. Ownership assignment can be made manually or MIGHT be made automatically using workflow, a service level agreement, or other escalation process. For more information, see the Workflow help, or the Service Level Agreements help.
- INPROG: In progress. Someone is working on this ticket. The FIRST time a ticket reaches this status, the system populates the Actual Start field if it is empty.
- PENDING: An action on this ticket is pending (for example, vendor or user call-back, or waiting for parts).
- RESOLVED: Information has been GATHERED and routed, service has been RESTORED or a solution has been provided. The first time a ticket reaches this status, the system populates the Actual FINISH field if it is empty. If needed, you can reopen a ticket and change the status from RESOLVED to INPROG (in progress).
- CLOSED: The ticket becomes a historical record. When a record is closed, you cannot change the status. You can, however, edit certain parts of the history record.
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