Enterprise Service Management Status

Overview

Within the Enterprise Service Management (ESM) platform status nominally denotes the stage of the ticket in its lifecycle. Each application may have a variety of statuses reflecting the progression of work from beginning through completion.

Status Class

All application statuses are related to a specific set of system status classes. The following table describes the different classes of statuses.

Status Classes
Name Summary
New Indicates that work on a ticket has not been started, or has not been accepted.
In Process Used for statuses that are somewhere in the pipeline, but have not yet been completed. This counts as a Service Level Agreement (SLA) response.
Completed Indicates that work on a ticket has been competed. This counts as both an SLA response and resolution.
Cancelled Indicates that work on a ticket has been cancelled.
On Hold Indicates that work on a ticket has been suspended but may continue later. Any ticket that has a SLA applied will have the clocked paused.
Requested Used for items that have been requested, and not yet assigned a status.

 

Statuses

Each ticketing application within the ESM platform includes seven built in default ticket statuses that are commonly used. Statuses can be customized further to meet a department's specific business processes, and a ticketing application can have any number of ticket statuses.

Default Statuses
Status Description Status
Class		 SLA Target
Timer
New Newly created ticket submitted to a department's ticketing application, but not yet acknowledge by a technician. New Running
Open Indicates that a ticket has been assigned to a group or technician. In Process Running
In Process Acknowledge by a department employee; may actively being worked, or may be queued for action. In Process Running
On Hold The on-hold status indicates that the ticket requires some information or response from the customer or from a third party. The ticket is placed on hold so that SLA response deadlines are not exceeded while waiting for a response. On Hold Paused
Resolved Request believed to be resolved/fulfilled, but customer communication may continue. Completed Finished
Closed No further interaction with the ticket needed. Tickets are automatically advanced to this status X days after they are set to Resolved. Completed Finished
Cancelled Customer withdrawal or erroneous/non-work ticket (e.g. spam email, duplicate request). Cancelled Finished

 

Tip
Any ticket which was created, and cancelled in the same step will still have its SLA calculated since it never had an open or in process status.

 

Other Common Statuses
Status Description Status
Class		 SLA Target
Timer
Waiting on Client Requires customer input before taking further action. On Hold Paused
Waiting on Parts or Equipment Waiting on the arrive of required parts or equipment necessary for completion of the requested work. On Hold Paused
Waiting for Scheduled Event Waiting until a predetermined date/time for further action. On Hold Paused
Waiting on Vendor Requires third-party input before taking further action. Should be used only for external vendors, not for response/action by other UA departments. On Hold Paused
Ready for Pickup Requested work has been completed on item(s) dropped off at the department (e.g. laptop dropped of at IT for hardware repair), and awaits customer to stop by and pickup item. Completed Finished
Resolved/Work Complete Request believed to be resolved/fulfilled, but customer communication may continue. Completed Finished
Cancelled: No Response Ticket closed due to no response from customer for required information after repeated contact attempts. Cancelled Finished
Denied Requested work as not been accepted/approved. Completed Finished

 

Need additional help or have issues

For support, requests may be submitted anytime using the appropriate Enterprise Service Management form. Requests generate a Ticket which will be worked in order received and urgency by IT Employees with the knowledge and permissions to assist with the request.

For immediate assistance please review the Contact Us page for the appropriate support group.

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