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.