Page History
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- Waiting for review first status for incoming tickets. Background process is running (automations + notifications). In the meanwhile the ticket can be reviewed to see if it contains all required data to progress to the waiting for approval status. If information is not complete than the agent can choose to request additional information via the transition to that status.
The ticket will automatically move to next status Awaiting assignment. - Additional information required: This status is used to request additional information from the reporter.
- Waiting for Approval One of the 3 approvers in the Approvers list can provide approver during this status so that the issue progresses to the next `hase which is APPROVED (YME STC). The known approvers will also receive a notification that an approval is pending.
- Approved (YME STC)
The issue has been approved by YME STC and the issue will automatically go to the status closed. This is triggered on the background by automation. - Rejected The ticket has been rejected. This status is a closing status.
- Closed
The issue is considered finished, the resolution is correct. Issues which are closed can be reopened.
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Ticket assignment
How to add or change a assignee
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Click on the assignee field or directly on the assign to me button.
To select a colleague it is most easy to type first letters.
When you start typing, suggestions will be made of matching users. Select the user to confirm your choice.
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Use Share with customer button for messages towards customers and if a message need to be visible visible in the portal for the reporter and requested participants.
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Overview
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