Incident Status Definitions
Please note that once a ticket has been resolved the system will automatically move the ticket to closed in 3 days. You are welcome to respond to the ticket with a related issue or close the ticket.
Incident Status
Status Definition
Ticket has been received
The incident has been received by the Service Desk and is awaiting assignment to the appropriate agent.
Ticket is being worked on
The incident has been assigned and is being actively worked on by the Service Desk. An agent will reach out via the system if additional information is needed.
Awaiting your reply
The incident needs some clarification and the Service Desk is waiting for a response from the person who submitted the ticket. Please review and give a response as soon as possible.
Ticket has been resolved
The incident has been resolved and work by the Service Desk is complete. Please review the incident while the ticket is in this status and update the ticket as needed.
This ticket has been closed
The incident has been closed and is no longer being worked on by the Service Desk.