The following are terms and concepts used throughout this guide:
Defer
Next step action to postpone work on a ticket for a later date/time. The ticket status shown after a ticket has been deferred is Pending.
Escalate
An attribute related to the assignment of a ticket or solution. You can escalate a ticket for further attention, work, and/or assignment.
Group
Depending on your group definitions, groups (ticket queues) can be set by the Administrator to segment and/or designate ticket ownership and assignment.
Reason Codes
In order to identify, differentiate, and/or track certain ticket actions and status changes, ATG Ticketing requires reason codes when changing a ticket assignment or ticket escalation level.
Reassign
Reassign allows a user or Administrator to select another user to work on the ticket. The current ticket ownership is released and the newly assigned user assumes ownership of the ticket.
Release Ticket
Release Ticket allows you to release individual ownership or a ticket assignment and send the ticket to the ticket owning group (ticket queue).
Send to Group
Select to assign a ticket to a ticket owning group (ticket queue). The current ticket ownership is released and the assigned group assumes ownership.
Solution
Solutions are answers, suggestions, workarounds, or responses to queries, incidents, or problems. Solutions are stored in the knowledgebase for information sharing.
Source
Source refers to where the ticket or activity originated. Source can be customer, user, or system generated (such as a ticket status change, or reassignment).
Ticket Claim Status
Ticket Claim Status indicates the condition of the ticket work assignment.
Ticket Status
Ticket Status indicates the current condition of a ticket (such as Closed, Closed as Duplicate, Open, Pending).
