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• Filling user attributes first status for incoming tickets. Background process is running to collect user data and fill other fields automatically. No action should be taken when a ticket has this status.
  The ticket will automatically move to next status Awaiting assignment.
  

• Awaiting assignment  Ticket can be assigned to person, this need to be done via the Allocate button. Instructions for team assignment can be found in Jira training for Information Systems under Issue assignment.
  For all other statuses the Assignee field can be used directly to re-assign a ticket to yourself or a colleague (instructions below).
  
  

• In Progress: When starting to work on a ticket use the Start progress button
  
  
• Waiting for Customer  Used when more information/response from a customer (Reporter or Requested participant) is required in order to move forward with a issue.
  Detailed information for this status can be found further below under: Awaiting Customer status
  
  
• Waiting for Supplier Used when more information/response from a supplier is required.
  Detailed information for this status can be found further below under: Awaiting supplier status
  
  
• Waiting for Approval  Used for requesting approval (work can always move back to this can be selected from any status);
  Enter the approvers in the screen that will pop up when using this transition. Multiple approvers can be selected but only one is mandatory to approve/decline the request.
  Approvers can approve or decline via the e-mail notification, in the customer portal or as an agent in the ticket.  Approved or Declined ticket is set to status In Progress. 
  
  

• Validation: Check with Stakeholder/customer/requester if request is fulfilled correctly had user has access.
  
  

• Closed The issue is considered finished, the resolution is correct. Issues which are closed can be reopened.
  
  

• Canceled: No further work will be done on this issue, it is not required anymore or has become obsolete. Resolution is automatically set to "Canceled" a comment Screen will pop up to include information why the issue has been canceled (can be selected from any status). 

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