Ticket states
A ticket's state indicates where it is in the OTRS workflow—what work is being done on it and who is currently responsible for it.
| State | Description |
|---|---|
| New | This is the initial state of all tickets. A ticket moves to open
when there is a reply on the case either from IXIASOFT or the customer. Note: If you add additional information to the ticket after initially
creating it, the ticket moves to Open. When IXIASOFT Support catches these
occurrences, they move the tickets back to New. |
| Open | This state indicates the ticket is currently being evaluated by IXIASOFT and a response is pending. |
| Waiting for input | This state indicates we are waiting on a response from you. Usually we have requested additional information or files. |
| Resolved | This state indicates that IXIASOFT has answered the question or provided a resolution for the issue. It is now up to you to implement the solution and let us know if it is successful. If it is successful, please close the ticket. |
| Closed successful | This state indicates that IXIASOFT's solution or response solved the issue and that no further attention is needed. |
| Closed unsuccessful | This state indicates that IXIASOFT's solution or response did not solve the issue and that it is unlikely that further work within the CMS or associated applications will fully resolve the problem. For example, perhaps the problem lies with a third-party product and you need to work with that vendor for resolution. |
| Pending auto-close | Used by agents only. For example, IXIASOFT might reply to a ticket and set it to Pending auto-close. If you are satisfied with the reply and do not reply further to the ticket it will be closed on the date set when it was placed in Pending auto-close. If you do reply then the ticket goes back to Open and the Pending auto-closed is canceled. |
| Pending reminder | Used by agents only. |