Difference between revisions of "GGUS:Status Values"

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'''solved''': A solution is provided by the support staffs. The submitter can reopen the ticket if the solution doesn't fix the problem.<br>
 
'''solved''': A solution is provided by the support staffs. The submitter can reopen the ticket if the solution doesn't fix the problem.<br>
'''unsolved''': Solving the problem is not possible, due to any reason.<br>
+
'''unsolved''': Solving the problem is not possible, due to any reason. However the submitter can reopen the ticket for further comments.<br>
 
'''verified''': This status can only be set by the ticket submitter. It indicates the submitter is happy with the solution provided. Reopening the ticket is not possible any longer.<br>
 
'''verified''': This status can only be set by the ticket submitter. It indicates the submitter is happy with the solution provided. Reopening the ticket is not possible any longer.<br>
 
'''closed''': This status is set automatically by the system after 10 working days if the submitter doesn't verify the solution. Reopening the ticket is not possible any longer.<br>
 
'''closed''': This status is set automatically by the system after 10 working days if the submitter doesn't verify the solution. Reopening the ticket is not possible any longer.<br>
 
The “verified” status can only be set by the user. This status indicates that the user is satisfied with the provided solution.
 
The “verified” status can only be set by the user. This status indicates that the user is satisfied with the provided solution.

Revision as of 14:42, 4 July 2019

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GGUS wiki / GGUS FAQ / GGUS Documentation / GGUS Helpdesk


GGUS status values

Status in GGUS are grouped into two meta status: open and closed. Open status used in GGUS system are

  • new,
  • assigned,
  • in progress,
  • on hold,
  • waiting for reply,
  • reopened.

new: This is the default status set on ticket creation.
assigned: This status indicates the ticket is assigned to a support unit.
in progress: The support unit has accepted the ticket and started investigating.
on hold: The problem is expected taking a longer time until solving. Probably it is related to a software bug and has to await the bug fix.
waiting for reply: A reply from the ticket submitter is required.
reopened: A ticket has been set to a terminal status but the submitter is not satisfied with the solution provided. He reopened the ticket.

Closed status in GGUS are

  • solved,
  • unsolved,
  • verified,
  • closed.

solved: A solution is provided by the support staffs. The submitter can reopen the ticket if the solution doesn't fix the problem.
unsolved: Solving the problem is not possible, due to any reason. However the submitter can reopen the ticket for further comments.
verified: This status can only be set by the ticket submitter. It indicates the submitter is happy with the solution provided. Reopening the ticket is not possible any longer.
closed: This status is set automatically by the system after 10 working days if the submitter doesn't verify the solution. Reopening the ticket is not possible any longer.
The “verified” status can only be set by the user. This status indicates that the user is satisfied with the provided solution.