Learn the difference between a ticket's status and its status class in TDX, and how to pick the right status when you update a ticket.
Status
The label you choose when you update a ticket, like Open, Awaiting Response, or Resolved. Each office sets up its own statuses, so the list is different in each ticket application.
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Status class
The standard group every status belongs to. There are only five, and they're the same in every office. The class controls how TDX treats the ticket, such as whether it counts as open or closed.
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The five status classes
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Status class
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What it means
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Example statuses
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New
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The ticket hasn't been accepted or started yet.
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New
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In Process
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Someone has accepted the ticket and is working on it. Moving a ticket here counts as a response.
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Open, In Process
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On Hold
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Work is paused and will continue later, usually while you wait on the requestor or someone else.
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On Hold
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Completed
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The work is done. Moving a ticket here counts as both a response and a resolution.
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Resolved, Closed
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Cancelled
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No further work is needed, such as a duplicate or a withdrawn request.
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Canceled
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Example statuses are TDX's defaults. Your office's names may be different.
Picking a status
- Choose the status that matches where the ticket really is. Its class is set automatically.
- Use an On Hold status when you're waiting on someone, and add a comment saying what you're waiting for.
- Tickets in the Completed or Cancelled class are treated as closed. They drop off most searches unless you include them.
Not sure which of your office's statuses to use? Ask your supervisor or whoever manages your ticket application.
To change a ticket's status, see How To: Update a Ticket in TDX.
Get help
Something isn't working? Submit a request through the TeamDynamix (TDX) service.