Overview
This Visio workflow explains how TDX tickets should change statuses during the life of the ticket.
Resolution
Definitions
Status / Status Category
New/New - Ticket hasn't been touched yet. It is submitted to TDX and we know nothing about it.
In Progress / In Process - The SLA time clock is running. Tier 1, 2, or 3 have started working on it.
Waiting for Future Date / On Hold - . We are waiting on a 3rd party response or a future date to complete the ticket. SLA clock is paused and will come off hold when a response is sent.
Waiting for Customer Response / On Hold - We have responded to the ticket and are waiting for the customer to respond with further information or supervisor approval. SLA clock is paused and will come off hold when a response is sent.
Resolved / Completed - TDX user changes to resolved after the ticket work is completed or the customer has failed to respond to the ticket after multiple attempts
Closed / Completed - The ticket has been resolved for 5 days or has been set to close and is no longer considered "open"
Reopened / In Process - This is set when a customer responded within 5 days of their ticket being set to resolved. It reflects the "In Progress" status.
Cancelled / Cancelled - When the requester or customer withdraws their request.
To view the Visio document click here.