New (Class: New): The ticket is available to be worked on and any assigned technician can claim it.
Open (Class: In Process): Ticket has been acknowledged, but work has not begun.
In Process (Class: In Process): Ticket has been evaluated and work is currently progressing.
On Hold (Class: On Hold): This status is used when the task that needs to be completed is in the future. An off hold date must be set.
Waiting for Customer Response (Class: On Hold): This status is used by the IIT technicians when they are waiting for the customer to respond.
Resolved (Class: Completed): This status is used when the technician believes that the customer issue has been resolved. The customer has not approved the solution yet.
Closed (Class: Completed): Work has completed on the request and no further actions are planned. Service provider and customer agree that the request is fulfilled.
Cancelled (Class: Cancelled): Ticket requester has withdrawn the request.