Understanding Status Changes in Hyalto Ticket System

Owned by Matteo Iacovitti
Last updated: Jul 10, 2019
Bug Ticket

OPEN - A ticket has been submitted to our Service Desk. Awaiting for an agent from Level One Support to respond

PENDING - The ticket is on hold. Most likely waiting for a customer to respond or for a customer to complete a task requested by the Level One Support

DEV QUEUE - The Issue has been escalated to the Hyalto Development Team and will be looked at by a dev member

WORK IN PROGRESS - Work is now being done on the issue.

QA - The issue has been fixed an is currently in Hyalto's QA environment for testing
RESOLVED - Hyalto has completed testing and has pushed the fix to PROD environment. Awaiting customer response if the issue is fixed or not.
REOPENED - The customer has clarified that the issue still exists. The issue is looked at by Level One Support
CLOSED - The ticket is resolved according to the customer. The ticket is now closed.
New Feature Ticket
OPEN - A Feature request has been submitted to our Service Desk. Awaiting for an agent from Level One Support to respond
UNDER EVALUATION - The feature will be reviewed by our product team.
PLANNED - The feature is now being worked on and will be added to a future release
TBD - The feature is set to a backlog. Future planning is on hold
DEPLOYED TO PROD - The feature has been implemented and deployed to the PROD environment. Awaiting for the customer to confirm the new feature works.
CLOSED - The ticket is resolved according to the customer. The ticket is now closed.
Question/Task Ticket
OPEN - A question or task has been submitted to our Service Desk. Awaiting for an agent from Level One Support to respond to respond
PENDING - The ticket is on hold. Most likely waiting for a customer to respond or for a customer to complete a task requested by the Level One Support
WORK IN PROGRESS - Question is currently being researched OR task is being worked on
RESOLVED - Question or Task is complete. Awaiting from customer to confirm.
CLOSED - The ticket is resolved according to the customer. The ticket is now closed.