Status overview
All ticket statuses
| Status | Description | Who Sets It |
|---|---|---|
| New | Just submitted, needs acceptance | System (on creation) |
| Accepted | PM accepted, ready for planning | PM/CSM/Manager |
| Scheduled | Assigned with dates and estimate | PM/Manager |
| In Progress | Team member working on it | Assignee |
| Awaiting Review | Work complete, needs verification | Assignee |
| Resolved | Verified and closed | PM/Manager |
Not all tickets go through all statuses. Questions skip work-related statuses.
Workflow by ticket type
Support and Escalation workflow
Full workflow for work-requiring tickets:1
New
Ticket submitted, awaiting PM attention
2
Accepted
PM acknowledges, ready to schedule
3
Scheduled
Assigned to team member with dates
4
In Progress
Team member actively working
5
Awaiting Review
Work done, PM verifying
6
Resolved
Confirmed fixed, client notified
Question workflow
Simplified workflow for information requests:1
New
Question submitted
2
Accepted
PM or CSM acknowledged
3
Resolved
Answer provided to client
- No work to schedule
- Answer provided directly
- Faster resolution
- Less overhead
Status transitions
Automatic transitions
Some status changes happen automatically:- New (set on creation)
- Scheduled (when dates assigned)
Manual transitions
Require user action:- New → Accepted (PM accepts)
- Accepted → Scheduled (PM schedules)
- Scheduled → In Progress (team member starts)
- In Progress → Awaiting Review (team member completes)
- Awaiting Review → Resolved (PM approves)
Status change permissions
Who can change status:- PM/Manager - Any status change
- Assignee - Can start work (Scheduled → In Progress)
- Assignee - Can submit for review (In Progress → Awaiting Review)
- CSM - Can accept tickets
Only PMs and Managers can mark tickets as Resolved. This ensures quality control.
New status
When tickets are new
Created but not yet acted on:- Waiting for PM attention
- Priority assessment needed
- No assignment yet
- No timeline established
Who sees new tickets
Notified immediately:- CSM for that client
- Managers
- On-call PM (if configured)
Typical time in New
By priority:- P1: Should be accepted within minutes
- P2: Same day acceptance
- P3: Accept within 1 day
- P4: Accept within 2-3 days
Accepted status
What Accepted means
PM has acknowledged:- Reviewed ticket details
- Assessed priority
- Ready to be worked on
- Waiting for scheduling
PM actions when accepting
1
Review details
Read description, attachments, priority
2
Assess scope
Determine if quick fix or needs quote
3
Accept
Click Accept button
4
Next step
Schedule immediately or queue for planning
When to stay in Accepted
Tickets may remain accepted if:- Waiting for team member availability
- Gathering more information
- Coordinating with client
- Planning capacity
Scheduled status
What Scheduled means
Ready to work:- Assigned to team member
- Start and end dates set
- Estimate provided
- Appears in team member’s schedule
Required for scheduling
Must have:- Assignee selected
- Start date set
- End date set
- Estimate (hours)
Scheduling considerations
Team capacity:- Check team member’s schedule
- Ensure realistic timeline
- Consider other commitments
- P1/P2 should be scheduled ASAP
- P3/P4 can wait for capacity
- Any blockers?
- Need client access?
- Dependent on other work?
In Progress status
Starting work
Team member indicates work has begun:- Click “Start” or update status
- System records start timestamp
- Visible to PM and client
- Time can be logged
What happens during work
Team member:- Investigates issue
- Implements fix
- Tests solution
- Documents changes
- Logs time spent
Staying updated
While in progress:- Add comments with updates
- Adjust estimate if needed
- Flag blockers immediately
- Communicate delays
Awaiting Review status
Submitting for review
When work is complete:1
Finish work
Fix implemented and tested
2
Submit
Change status to Awaiting Review
3
PM notified
PM receives notification
4
PM reviews
PM verifies the fix works
What PM reviews
PM checks:- Issue is actually resolved
- No side effects introduced
- Solution is appropriate
- Client will be satisfied
Review outcomes
If satisfactory:- PM marks Resolved
- Client notified
- Ticket closed
- PM adds comment with feedback
- Status returns to In Progress
- Team member addresses issues
- Re-submits when ready
Resolved status
Final status
Ticket is complete:- Issue fixed and verified
- Client notified
- Resolution summary provided
- No further action needed
Resolution summary
PM provides:- What was fixed
- How it was resolved
- Any relevant details
- Next steps if applicable
Post-resolution
After resolution:- Can still add comments
- Time entries preserved
- Activity log available
- Archived for reference
Resolved tickets remain accessible for historical reference and reporting.
Status change best practices
Accept promptly
Don’t leave tickets in New status
Realistic scheduling
Set achievable dates based on capacity
Start when scheduled
Begin work on scheduled start date
Update regularly
Keep status current as work progresses
Test before submit
Verify fix works before Awaiting Review
Quality review
PMs should test thoroughly before Resolved
Common workflow scenarios
Scenario 1: Quick fix
1
P3 support ticket
Minor bug reported
2
PM accepts same day
Reviews and accepts
3
Scheduled for tomorrow
Assigned to developer with 2-hour estimate
4
Developer starts
Begins work next day
5
Fixed in 1.5 hours
Implements and tests fix
6
Submits for review
Moves to Awaiting Review
7
PM verifies
Tests and confirms fix
8
Resolved
Client notified, ticket closed
Scenario 2: Complex issue
1
P2 support ticket
Feature not working, unclear cause
2
PM accepts
High priority, accepts immediately
3
Scheduled urgently
Developer assigned for same afternoon
4
Investigation
Developer spends time debugging
5
In Progress extended
Takes longer than estimate
6
Developer updates
Comments on progress and challenges
7
Fix implemented
Eventually resolved, submits for review
8
PM tests
Verifies across multiple scenarios
9
Resolved
Confirmed working, client updated
Scenario 3: Question answered
1
Question submitted
Client asks how to do something
2
CSM accepts
CSM can answer this
3
Answer provided
CSM adds detailed answer in comments
4
Resolved immediately
Marked resolved with answer in summary
Troubleshooting
Can't change status
Can't change status
Check your permissions. Some status changes are restricted to PMs and Managers.
Status changed unexpectedly
Status changed unexpectedly
Some transitions are automatic (e.g., scheduling sets status to Scheduled). Check activity log to see who/what changed it.
Ticket stuck in status
Ticket stuck in status
May be waiting for action from specific person. Check who it’s assigned to or what the next step is.
Need to skip a status
Need to skip a status
You can jump statuses if appropriate (e.g., Accepted → In Progress → Resolved for urgent fixes). System allows any valid transition.
Accidentally marked resolved
Accidentally marked resolved
PMs can reopen tickets if needed. Add comment explaining why and what status it should return to.