Managing the Ticket Status
In Innosoft Field Service Management there is an external and an internal ticket status.
External ticket status
The various external ticket statuses can be maintained by your system administrator, e.g. by adding a new external ticket status.
Internal ticket status
By default, there are the following four internal ticket statuses: "created", "newly delegated", "reopened" and "closed". These four different designations can be customized by your system administrator, but the functionality behind them remains the same. The internal ticket status is changed by the user's entries in the ticket. After creation the ticket receives the internal ticket status "created". The other ticket statuses are defined by the ticket actions. By using the action "forward ticket" the ticket is assigned to another user and thus the internal ticket status "newly delegated" is set. By means of the action "complete ticket" the internal ticket status is changed to "completed". If the action "reopen ticket" is used for an already closed ticket, the internal ticket status is set to "reopened".