Managing Ticket Status
Update ticket progress using New, In Progress, On Hold, and Resolved status options.
Ticket status tracks the current progress of every ticket from creation to resolution.
Ticket Status Lifecycle
New → In Progress → On Hold → Resolved
| Status | Meaning |
|---|---|
| New | Ticket created, not yet started |
| In Progress | Assigned employee has started work |
| On Hold | Work paused — blocked or waiting for input |
| Resolved | Work completed, ticket closed |
How to Change Ticket Status
- Open the ticket from All Ticket List
- Click Actions
- Select Change Status
- Choose the new status
- Click Submit
When to Use Each Status
New → In Progress Update to In Progress as soon as you start working on the ticket.
In Progress → On Hold Use On Hold if you are waiting for more information, access, or approvals before continuing.
On Hold → In Progress Move back to In Progress once the blocker is resolved.
In Progress → Resolved Mark as Resolved only when the ticket requirement is fully completed.
Every status change is automatically recorded in the Activity Timeline with the user name and timestamp.