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Certain workflows based on the status are applied to Tickets. The following diagram explains all possible transitions Ticket can undergo: As diagram explains, Ticket can be created with a New Status only. After that, it could be set to either Assigned to an Agent or Workgroup or Owned statuses. If a Ticket is in the Owned S tatus it means that the Customer’s enquiry is currently being worked on. As such, Owned Ticket can only be changed to:
• | Parked Status if no further action required
• | Duplicate Status if the similar Ticket already exists
• | Client Issue if the problem reported is not in the support SLA scope
• | Unreproducible if not enough evidence of the problem were provided
• | Assigned if for some reason manager decides to change the person responsible for Ticket resolution
• | Release Candidate if resolution is available and awaiting for delivery to the Customer
Once work on the Ticket was completed and resolution is available then Ticket is placed into Delivered Status where it is tested/accepted and depending on the testing outcome goes to the Closed or Test Fail S tatuses. If work on the Ticket was completed and resolution is not applicable, then a Ticket goes directly to the Closed Status from which it can be reopened with Status New. QueWeb will calculate Ticket Status automatically while saving the record, if certain conditions apply:
1. | If current Status is Owned and there is an Owner value that is not equal to the current User - the Status will be set to Assigned.
2. | If current Status is Owned and there is a Workgroup set in Ticket - the Status will be set to Assigned.
3. | If Active Status is not Owned and you are setting Owner name to yourself, the Status will be set to Owned. However, If you are setting the Owner name to someone else, the Status will be reset to Assigned. The Assigned person will get a notification and may Accept the Ticket by clicking Accept Ticket in the shortcuts menu or inserting their name in the Owner field. At that time the Status will become Owned.
4. | If Active Status is not Owned and there is no Owner value but you selected a Workgroup then the Status will be set to Assigned. All members of this Workgroup will receive Notifications and a single member must then Accept this Ticket.
Depending on the Ticket’ Status some other fields become required or are set to some values. The following table provides a summary of all such rules:
Status | Required Field | Calculated Fields
Assigned | Workgroup | Assigned On (Date)
In Current Status Since (Date)
Owned | Owner | Owned On (Date)
In Current Status Since (Date)
Delivered | Resolved in Build | Delivered Since (Date)
In Current Status Since (Date)
Closed | Reason Code | Closed On (Date)