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 Assigned | Agent 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 Underway | Agent 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 Response | Agent 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 Development | The 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 Progress | Development 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 Verification | Development 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 Delivered | A 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. |
| Closed | Customer 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 |
| Closed | Issue 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 |
| Open | The 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 Progress | Development team started working on the issue. |
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