How Tickets Move Through the System #
Every ticket in DMSI Support Desk follows a defined lifecycle:
open → in_progress → waiting → resolved → closed
| Status | Meaning |
|---|---|
open | Newly created, not yet assigned or worked |
in_progress | Agent actively working the ticket |
waiting | Waiting on customer response or third party |
resolved | Agent marked resolved; awaiting customer confirmation |
closed | Ticket fully closed (manually or via data retention policy) |
Transitions are logged in the ticket timeline. Every status change records who changed it and when.