Statuses of Tickets

What statuses will my ticket use?

Triage: This means the issue has been loaded and has not yet been triaged by our team.

New: This means the issue has been triaged and has not been worked on yet.

In Progress: Developers generally mark an issue “In Progress” once they have started investigating.

Awaiting Feedback: This is an internal mechanism used by either a developer, tester or project manager to ask for further information to resolve the problem.

Awaiting Client Response: This status is used when Solutionists is awaiting feedback from you or your 3rd party supplier. When the issue status is moved to ‘Awaiting Client Response’, you are notified that we are awaiting further detail before we can go any further.

Awaiting Client Approval: This status is used when Solutionists is awaiting approval from your for an estimate. When the ticket status is moved to ‘Awaiting Client Approval’, you are notified that we are awaiting your approval before we can go any further.

Response Provided: Once you have responded to the ‘Awaiting Client Response’ status, the status automatically changes to "Response Provided". This sends a notification to Solutionists that we are able to start working on the issue again.

Waiting for Pull Request: Once the developer has completed the development work, they then mark the ticket as "Waiting for Pull Request". This is done before the ticket can be marked as "Development Complete", as this is where the developer's changes are first reviewed and approved before being merged into the release.

Development Complete: Once the developer has completed an issue, they mark the issue as “Development Complete”. Once all issues within a release are marked with this status, the issue will get released to the testing environment for the testers.

Ready for Solutionists Testing: Once the release manager has deployed a release to the testing environment, the issues get marked as “Ready For Solutionists Testing”. Now the tester will run through the issues. 

Ready for Client Testing: Once the team has reviewed the fix or code changes on the testing environment and they are happy for you to review the issue ticket, the status of the ticket will be changed to "Ready for Client Testing. You may now test the corresponding ticket(s).

Ready to go live: Once all issues within a release are marked “Ready to go live”, the deployment to the live site is scheduled in.

On Live: Once the release is deployed to the live site, all issues are marked “On Live”. The tester will at this point run through the site and do some smoke testing. 

Completed: Once an issue is live and has been checked on live, the issue gets closed.

Closed (Duplicate): If there happens to be another issue raised with the same problem described, one of these issues will be marked as a duplicate and will get closed by us.

On Hold: If for any reason the issue cannot be addressed at the time, it may get put on hold until the issue can be worked on/addressed. 

There are some other status' used in Autotask, i.e. Scoping Priority, Scoping in Progress, Scope with AM. These are pretty self explanatory but if in doubt please reach out to the Support Team with your questions.