Why It Matters
Keeping a ticket’s status accurate lets the requester know exactly where their issue stands and ensures backend SLA timers automatically pause or stop at the correct moments.
How to Set It Up
- View the Queue: Navigate to Assistance → Tickets to view your active queue.
- Update a Single Ticket: Open the specific ticket, locate the Status dropdown menu in the primary details panel, and select the appropriate stage (such as New, Processing, Pending, or Solved).
- Bulk Update Statuses: If you need to update a large batch of tickets at once—like closing out multiple alerts for a resolved network outage—check the boxes next to the relevant tickets in the list view, click the Update button, select the Status field, and choose the new status to update them all simultaneously.
- Pause SLAs: Save your changes. Keep in mind that selecting a status like “Pending” will immediately signal the system to pause the SLA clock while you wait for the user to reply.
Next Steps
Update a test ticket to “Solved” and verify that the system automatically prompts you to enter a mandatory resolution note before officially stopping the final resolution SLA timer.
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