Ticket statuses and what they mean

Modified on Fri, 08 Sep 2023 at 11:09 AM

As the ticket completion process continues, tickets will be moved through various statuses by the Customer Support Team. Here's a list of the statuses and what they mean: 


Once received, AeroSoft will follow the process below:



Open

Previous Status: N/A

Description of Status: Once a ticket has been created by the customer, the status will update to Open.

Next Potential Status:

Status
Criterion for Move
Ticket AssignedAgent has been assigned to work the ticket.


Ticket Assigned 

Previous Status: Open

Description of Status: Once the opened ticket has been assigned to an agent, the status will update to Ticket Assigned. 

Next Potential Status: 

Status
Criterion for Move
Investigation UnderwayAgent has started investigating the issue.

Investigation Underway

Previous Status: Ticket Assigned

Description of Status: Once the agent is investigating the issue, but does not have a response yet, the status will update to Investigation Underway. 

Next Potential Status: 

Status
Criterion for Move
Send to Development
The issue requires the involvement of development team.
Waiting for Customer ResponseAgent has finished initial investigation and requires additional information before moving forward. 

Waiting for Customer Response 

Previous Status: Development in progress

Description of Status: Once the agent has performed an initial inspection and additional information is required in order to proceed further, the status will update to Waiting for Customer Response. The customer will be required to respond to the ticket in order to move the ticket further. 

Next Potential Status: 

Status
Criterion for Move
Send to DevelopmentThe issue requires the involvement of development team.

Send to Development 

Previous Status: Investigation Underway

Description of Status: Once the issue has been inspected by the agent and the solution would require the involvement of the development team, the ticket will be sent to the development team to further inspect the issue and the status would update to Send to Development. 

Next Potential Status: 

Status
Criterion for Move
Development in ProgressDevelopment team started working on the issue. 

Backlog 

Previous Status: Send to Development

Description of Status: Once AeroSoft has accepted that this is an issue, and the issue has been assigned to the developers to work. There is no timeline for the resolution, it is in the development Backlog.

Next Potential Status: 

Status
Criterion for Move
Development in Progress
Development team started working on the issue.

Development in Progress 

Previous Status: Send to Development

Description of Status: Once the ticket has been received by the development team and they have started working to solve the issue, the status will update to Development in Progress. 

Next Potential Status: 

Status
Criterion for Move
Testing and VerificationDevelopment team has finished working on the issue. 

Testing and Verification 

Previous Status: Development in Progress

Description of Status: Once the development team has finished working on the issue, the solution will be tested and verified internally by AeroSoft's QA team and the status will update to Testing and Verification.

Next Potential Status: 

Status
Criterion for Move
Done Awaiting Release
Solution is ready to be released in the package. 

Done Awaiting Release 

Previous Status: Testing and Verification 

Description of Status: Once the issue is resolved, the status will update to Done Awaiting Release. When all the issues are resolved, all the solutions will be combined in a package and will then be released. 

Next Potential Status: 

Status
Criterion for Move
Release DeliveredA release package has been prepared for delivery. 


Release Delivered

Previous Status: Done Awaiting Release

Description of Status: Once a release package is delivered to the customer, the status will update to Release Delivered. 

Next Potential Status: 

Status
Criterion for Move
Solution Rejected
Customer is not satisfied with the solution.
ClosedCustomer is satisfied with the release delivered.

Solution Rejected 

Previous Status: Release Delivered

Description of Status: Once a solution is presented to a customer and the customer rejects the solution, the status will update to Solution Rejected. 

Next Potential Status: 

Status
Criterion for Move
Send to Development
Solution was rejected and development team is working on a new solution. 

Resolved 

Previous Status: Release Delivered

Description of Status: After the release has been delivered, AeroSoft will mark the ticket as Resolved. The ticket will auto close within 7 days after notifying the customer, if it is not closed by the customer. 

Next Potential Status: 

Status
Criterion for Move
ClosedIssue has been solved. 

Closed 

Previous Status: Resolved

Description of Status: Once the ticket has been closed, either by the customer or automatically by the system, the status will update to Closed. 

Next Potential Status: 

Status
Criterion for Move
OpenThe issue has reoccurred. 

Blocked 

Previous Status: Development in Progress

Description of Status: When the ticket gets blocked by an external factor like vendor or implementation, the status will update to Blocked. This particular status is generally not used for production systems, but only during implementations. 

Next Potential Status: 

Status
Criterion for Move
Development in ProgressDevelopment team started working on the issue.



 



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