The following defines each 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). |