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Ticket Tracker

Change status and severity

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What you'll do

Set where a ticket stands with Status, and how urgent it is with Severity, which also sets when a response is due.

Steps

Change the status

  1. Select the ticket on the queue to open it.
  2. Choose a new value in the Status list: New, Open, Waiting on requester or Resolved. The change saves as soon as you choose it.

Change the severity

  1. Open the ticket.
  2. Choose Critical, Degraded or Question in the Severity list. The change saves as soon as you choose it.
  3. Check the due date under Owner. It is worked out again from when the email first arrived, not from now.
The top of a ticket with the Status and Severity lists, the Owner line and the Response due date marked Reply overdue.
The top of a ticket with the Status and Severity lists, the Owner line and the Response due date marked Reply overdue. Example data.

Tips

  • Set Waiting on requester after you ask the requester something. Their reply moves the ticket back to Open on its own.
  • The list only offers the next steps that make sense. A ticket can't go back to New, and a Resolved ticket can only be reopened as Open.
  • With the standard rule, a response is due within 1 business day for Critical, 2 for Degraded and 5 for Question. New tickets start at Question.
  • Don't mark a ticket Resolved to make a due date go away. Set the right severity instead.
  • Select Waiting above the queue to see every ticket waiting on a requester.