The Ticket Status indicates the current condition of a ticket (such as Closed, Closed as Duplicate, Open, Pending) in the ATG Service Center. There are three parent statuses and related sub-statuses delivered with ATG Ticketing.
Note: Modifying Parent Statuses is not recommended.
Parent Status | Substatus | Description |
|---|---|---|
Open | Open | Ticket is open. |
ReOpened | The ticket has been re-opened after previously being closed. | |
Pending | The ticket is suspended, awaiting the occurrence of an event. The event may be date/time oriented, in which case it would be triggered by the Pending Date/Time property. If the event is manual, it will be triggered by the agent/user. | |
Closed | Closed | The ticket has been closed. |
ClosedAsDuplicate | The ticket has been identified as a duplicate of another ticket and closed as a result. | |
ConfirmedClosed | The ticket has been closed at the request of a customer. | |
Restored | The ticket has been restored from archive. | |
Archived | ArchivePending | The ticket has been partially archived and therefore only summary information is available and not the activities. If the activities are required, a restore will be necessary. |
