TD ticket status changes – Thursday March 9th, 2017

On Thursday evening, March 9th, 2017, the following status changes will happen.

Scope of change / audience: Ticketing applications – “IT”, “InfoSec Office”

Ticket status changes:

  • “Appointment with Customer” –> “Appointment”
  • “Closed” –> “Closed -Survey”
  • “Closed-Internal/No Survey” –> “Closed”
  • “On hold-External to IT” –> “Escalated-External to TD”
  • “Escalated – See tasks” –> “Escalated-Internal”
    • This will also be an “On-hold” status class and will require a “Goes Off hold” date.

New status – “Scheduled follow-up”. That status is intended to be used for tickets that staff need to follow-up with customers directly either in-person, phone call, etc.

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