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.