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Ticket status help define the flow of a ticket. Ticket status is located under the ticket# section. Here are the definitions for each status in ConnectWise for ALTA.
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New: This will send out an email to notify Amanuel and Felix that a new ticket has been submitted
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Re-Opened: Use when a staff want to re-open the ticket.
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Assigned: Use to notify an agent that a ticket has been assigned to that agent.
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Open: IT Agent is working on the ticket
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Waiting Staff Response: Use when the ticket needs a response from the ticket requester. This will send out a notification email to the ticket requester to prompt for his or her response.
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Waiting Agent Response: Use to indicate that the agent input in needed.
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Waiting for Impexium: Use to indicate that we are waiting for Impexium response.
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On Hold: Use to indicate the ticket is on hold for further instruction.
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On Hold for Next Year: Use to indicate the ticket is on hold for next year
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*Note: This status must be change after you have responded to a ticket. This will help keeping the ticket requester informed about the status of the ticket.
- Closed: Use when the ticket is done and can be closed.
- Review the send notes in the email section to confirm that the appropriate contacts and resources receive this email message
- Now, enter all the details that need to be communicated.