Frequently Asked Questions

STATUS

DESCRIPTION

OPEN

When a new incident is created, the status by default will be in Open State

ACKNOWLEDGED

When the status is in acknowledge, it means that support team have acknowledge and received the incident ticket.

INPROGRESS

When a workaround is in progress of the request the incident will be to in-progress status.

RESLOVED

When a helpdesk or support team workaround completed on issue request has been set to resolve. However, if the end-user are still not satisfied or issue is not resolved, then the end-users can still re-open the ticket by posting a reply.

CLOSED

The closed status is more or less the same with Resolved state, only different is end-users cannot re-open the closed tickets.