Lifecycle status definitions
Workspace administrators can define which statuses fit into which categories of a ticket's lifecycle. Ticket lifecycle data is used in Dashboard and other reports. For example, if a status is included as an Activation event, it will not be counted when a report is generated that shows Resolution events. Therefore, it is important to associate the statuses with the appropriate events.
Lifecycle events are defined in the following table.
| Event | Description |
|---|---|
| Creation | Marks the creation of a ticket. A ticket is not necessarily active when it is created. Some activity (such as assignment) may have to occur before the ticket is considered to be active. |
| Activation | Marks the activation of a ticket. This event usually happens once in the lifecycle of a ticket. Activation usually is not undone but can be undone if a ticket returns to a pre-active status; in this case, the system considers activation as not having occurred, and removes it from the reporting history. Otherwise, a ticket is considered active from the time it is activated until the time it reaches resolution status. |
| Response | Marks the response to a ticket by an agent in accordance with the applicable service level targets (SLTs). This event happens once in the lifetime of a ticket and cannot be undone. Changing a ticket from a responded status to a not responded status does not change the fact that a response already happened. A ticket is considered as responded-to from the time a response occurs and for all time after that. |
| Resolution | Marks the resolution of a ticket. This event usually happens once in the lifetime of a ticket but can be undone if a ticket returns to a not-resolved status from a resolved status. In this case, the system considers resolution as not having occurred, and removes it from the reporting history. A ticket is not closed because it has been resolved. Customers may require some additional processing to occur before they consider that a ticket is closed and you can accommodate this by how you define the status values. Because resolution events can be undone, different totals can be reported at different times.For example, the Dashboard might show 35 Resolved tickets for the previous month on one day but show 34 Resolved tickets for the same month on the next day if one of those tickets returns to a not-resolved status. |
| Closure | Marks the closure of a ticket. This event generally happens once in the lifetime of a ticket but can be undone if a ticket returns to an unclosed status from a closed status. In this case, the system considers closure as not having occurred, and removes it from the reporting history. As with Resolution events, this could result in different totals displaying in reports at different times. |
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