7.5 Ticket Status
I'm giving 7.5 a test run and currently having difficulties getting the ticket % completed and status messages to update on ticket events.
The documentation outlines the following out of the box ticket statuses and associated % (shown below) but I'm unable to move a ticket into "Responded" or "Escalated" no matter how many comments I add, resolution text entries I commit or subtasks I create/resolve.
Is anyone else experiencing trouble with this in 7.5?
|Received||The incident was submitted and is ready to be worked.||10|
|Reopened||The user reviewed the incident and reopened it, which indicates that the incident is not fixed or the user is dissatisfied with the resolution.||10|
|Assigned||The incident was assigned or one or more subtasks were created and assigned for the incident.||25-50|
|Responded||One or more of the incident's subtasks were responded to, regardless of whether a resolution was provided.||50|
|Escalated||The incident was escalated to a designated person or group for resolution||70|
|Resolved||A resolution for the entire incident was provided and the incident is ready for the user's approval. The resolution must apply to the entire incident, not to a single subtask.||90|
|Closed||All manual actions and automated actions within the process are complete and the incident is closed.||100|
|Hold||The incident is scheduled for later and is placed on hold. Typically, this status means more research or analysis needs to be performed||20-25|
|OUT OF TIME||The incident's due date passed and the incident was not resolved.||Depends on your SLA configuration percentage.|
|Time Out/Exception||The incident exceeded the Service Level Agreement (SLA) window, therefore the incident is escalated.||Depends on your SLA configuration percentage.|