Why It Matters
Keeping a ticket’s status accurate lets the requester know where their issue stands and ensures that SLA timers respond correctly as the ticket moves through its lifecycle.
How to Set It Up
- Access the Queue: Go to Tickets from the Navigation Menu.
- Update a Single Ticket: Open the relevant ticket, locate the Status dropdown in Ticket Details, and select the appropriate status, such as New, Processing, Pending, or Solved.
- Bulk Update Statuses: To update multiple tickets at once, select the relevant tickets from the listing, click Update, select the Status field, and choose the new status.
- Account for SLA Timers: Keep in mind that changing a ticket’s status can affect its SLA timers. For example, moving a ticket to Pending can pause the applicable SLA timer while you wait for a response.
- Close the Ticket: When a ticket is closed, AssetSonar records a closing timestamp for the ticket.
Next Steps
Update a test ticket through its normal status lifecycle and confirm that the appropriate SLA behavior is applied as the ticket moves between active, pending, and resolved states.
