Ticket Status Meaning

Status

Definition

Waiting for support

You have opened ticket or submitted response and awaiting response from support staff team.

Waiting for customer

The support agent has asked you for more information and is holding on you before proceeding further with inquiry.

OR

The support agent is waiting for a reply from you if there is further assistance is need on the ticket before it is transition to Done or Closesd .

Work in progress

This ticket is being actively worked on by the support staff.

Escalated

It means there’s a problem that needs further investigation, help or requires expertise of high level tier support.

Pending Clearance (Bursary Helpdesk)

The fee payment transaction is awaiting for clearance.

Pending Documents (Bursary Helpdesk)

The support agent have requested documents/receipt from you.

Open

Your reported incident is actively opened with our staff and awaiting for following action related to reported incident.

Triage

We are in process of assigning levels of priority or agent to determine the most effective way to deal with request. Following action can be either; Planning, Review, ORImplementing

Planning

The team is analyzing and working out; Roll Out Plan, Backout Plan, Checklist and Downtime. A discussion is being carried out on the requirements. If everything goes well with no issue, the request will proceed to Review.

Review

Your request is currently being reviewed by our staff and will be communicate to finalize on the requirement/suggestion as soon as possible. If there are no amendments on the request, your request will be send for approval.

Blocked

The request is blocked may be due to additional requirements or other dependencies.

Implementing

The change request is currently work in progress to be implemented.

Generating Report

The staff is working on generating report for Data Request.

cLOSED

The ticket has been automatically closed due to inactivity of (2) two days. You can reply and re-open the ticket in this status and it will auto change status to Waiting for support .

DONE

Your issue has been solved by support staff and is waiting for your satisfaction feedback and comment.

Canceled

It might be unrelated to respective department help desk or it is a duplicate ticket you have already opened.

Declined

The request is declined by approver(s).