Ramesh.Nernuru@cognizant.com wrote:
Could anyone let me know the life cycle of the ticket? I assume the state of the ticket OR Type of the ticket is considered as the life cycle. Per default the state types "closed", "merged", "new", "open", "pending auto", "pendig reminder" and "removed".
Here what is the order of the ticket life?
1. New 2. Open 3. ??? 4. ???
Please clarify
There is no standard lifecycle. You (or your company's policy) decide. If you are waiting for a response from your client to a question you replied with: set it to pending reminder. Or if you want to keep the ticket open for one more week and then automatically close it if there hasn't been a reply: set it to pending autoclose, etc. The agents decide when to change the state and what the next state will be. Nils Breunese.