Texada ticket system statuses

Texada uses 12 statuses to track the progress of submitted tickets through their lifecycle

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
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: 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