Texada ticket system statuses

Ticket System Statuses

Description

Triage Required

New tickets are created in this status, also when a new update is available for Texada Support to process, the ticket moves to this status

Initial Triage

Tickets are currently being worked on by Texada Support

Escalated Triage

Tickets with Texada Support requiring a senior Support staff member

Product Consultant Review

Tickets queued for review by Texada's Product Consultants

Escalated to Engineering

Tickets escalated to an escalation team such as Applications Engineering, Technical Services or Cloud Operations

With Product

Tickets queued for review by Texada's Product team

Project in Progress

Texada created tickets for coordinating work relating to the assigned customer.

On Hold: Response Required

Responded tickets waiting for a response from the customer

On Hold: Solution Sent

Ticket response has been sent which Texada believes has resolved the ticket

On Hold: Upcoming Meeting

Tickets queued for an arranged meeting 

On Hold: Waiting on Vendor

Tickets waiting for a response from a 3rd party without which we will not be able to proceed with the ticket

Upcoming Release

Ticket has been completed by an Escalation team and will be moved to Production with the next release

The Target End Date field in the ticket portal should show the expected date the fix will be applied to production

In Sandbox

Ticket has been completed by an Escalation team and Sandbox/Play has been updated accordingly

Done

Closed status for tickets which have been completed

Deferred

Closed status for tickets which have been referred to our Ideas Portal

Closed with No Respoinse

Tickets requesting clarification from the customer with no response after after the 3 day reminder are closed on the 7th day with an automated notice.  This status was created to make these tickets easy to find.  They are able to be reopened by receiving an update within 60 days of closing.