Update Ticket Status
- Former user (Deleted)
When a new ticket is created and saved, it will be assigned a status. The status gives users a way to label each internal request and guest request ticket to get an at-a-glance view of where that ticket currently stands in relation to being completed. The current status for any ticket is visible from the ticket list on web and mobile.
User Type & Roles
To perform this action in ALICE, the user must have at least Employee User Type access.
The user must also have the following settings within “Roles” enabled”
Access to “Tickets List” tab.
Access to “View” and “Edit” Tickets.
Add access to “Close” Tickets if the user will need to move the ticket to a finished/completed state.
Things to Consider
Tickets statuses are defined in one of two ways:
Linear - The ticket statuses are in a predefined order and must move along a predefined path. The status options available are dependent on where the ticket is on this path.
Non-Linear - The ticket can be moved into any status at any time.
The ticket’s status options may vary depending on a number of factors. ALICE provides a set of recommended standardized statuses that have been created based on best practices in the industry.
If there are additional, unique statuses that apply to your specific operations, please contact your Customer Success Manager to discuss your options or reach out to csm@actabl.com.
Steps
Select the current status to open a list of available status options.
Select the next applicable status.
The status will auto-save.
Ticket List - Web
Ticket - Web
Ticket - Mobile