TD Ticket Statuses

Issue/Question

What does each ticket status mean?

Environment

• TeamDynamix (TD)

Cause

Correct ticket status is important to reflect actual status of the ticket and communicate that to the customer

Resolution

1. New - The ticket has been entered and assigned to the team who will provide a solution
2. In Process - Work has started on your request
3. On Hold - Something is holding up work, technician to provide you specifics
4. Awaiting Response - ITS has contacted you to obtain more information.  Check your email for more information.
5. Scheduled - Work is scheduled to occur on a specific date
6. Canceled - Cancelled by your request
7. Resolved - ITS has resolved your issue and is waiting on your confirmation
8. Closed - You have confirmed your issue is resolved or did not respond to confirm resolution