List of Ticket Statuses
|
Ticket Status |
Who should Assigned the Statuses |
Definition of Statuses |
| Open |
Support Team |
New Ticket |
| Assigned |
Support Team |
Assigned to Support Agents for Triaging |
| Under Investigation |
Support Team |
Ticket is being investigated/replicated for root cause of issue. |
| Clarification Needed |
Support Team |
Insufficient details reported in the ticket to start an investigation. Request additional details from requester. |
| ECNO Review |
Support Team |
Medium & Low tickets assigned to Wayne Toms |
| Solution Proposed |
Support Team |
Resolution of ticket does not require development and can be resolved by the Support Team. |
| Defect Identified |
Support Team |
Ticket has entered the Development life cycle |
| Prioritized by Product Owner |
Product Owner |
Prioritization of the tickets for Development. |
| Under Development |
Development Team |
Ticket is waiting in the Development queue waiting Development |
| Passed Testing |
Quality Assurance Team |
Ticket Passed Testing |
| Ready For Patch |
Release Management Team |
Ticketing Waiting to be Released |
| Resolution Published |
Support Team |
Release send out |
| Closed |
Support Team |
The Issue is resolved. |
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