Open (counts towards SLA) – Default, Assigned to a Group.
Pending (counts towards SLA) – Ticket has been read, assigned to agent. Agent should select this type when the client is waiting on the agent to respond or resolve.
Waiting on Customer (does not count towards SLA) – Agent has responded to the ticket and we are waiting to receive further feedback or action on the client’s side
Waiting on Third Party (does not count towards SLA) – Agent needs further support from other technical support focal points (UiO, or PSI Technical Focal Point)
Resolved (does not count towards SLA) – Agent has resolved a solution to the customer.
Closed (does not count towards SLA) – Customer has accepted the solution and the ticket issue is closed.