The following are terms and concepts used throughout this guide:

Defer

This action, available in the Next Steps panel, will 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. Tickets can be escalated for further attention, work, and/or assignment.

Group

Depending on 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 an agent or administrator to select another agent to work on the ticket. The current ticket ownership is released and the newly assigned agent assumes ownership of the ticket.

Release Ticket

Release Ticket relinquishes individual ownership of a ticket assignment and sends 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).