Ticket statuses

The following diagram shows an example of how a reported issue moves through the statuses:

The workflow shows the changes of status in following order: New, In Progress, Pending Reporter, Pending Support, Pending Engineering, Pending Deployment in UAT, Pending Reporter in QA, Pending Deployment in Production, and finally Resolved.

The following table describes all the possible statuses you might see as your ticket is worked on.

Status	Request types	Definition
New	All	A net new ticket that is ready to assign to a team member.
In Progress	All	The assigned team member is working on the ticket.
Resolved	All	The assigned team member has completed their actions. Other actions may be required by other teams.
Pending Engineering	All	Waiting for Engineering to investigate a ticket. The assigned team member follows up with Engineering on the issue resolution.
Pending RCA	Bug	Waiting for a reporter-facing Root Cause Analysis (RCA) to be created and issued. Used for P0 and some P1 tickets when reporters request an RCA.
Pending Reporter	All	Waiting for the person who submitted the ticket to respond with more information. Tickets will be marked as resolved after three attempts to contact the reporter without a response.
Pending Reporter in QA	All	Waiting for the reporter to verify a fix. The ticket will close automatically after a set amount of time if no response is received from the reporter. Note that auto-close dates can be shifted depending on the context.
Pending Deployment in UAT	Bug	Waiting for a fix to be deployed to the user acceptance testing (UAT) environment. A team member verifies the fix and updates the ticket after deployment.
Pending Deployment in PRD	Bug	Waiting for a fix to be deployed to the production environment. A team member verifies the fix and updates the ticket after deployment.
Pending Feature Intake	Feedback	Waiting for Engineering and/or Product to scope the ticket as an Intake request for net new functionality.
Pending Scheduled Execution	Task	Waiting for a scheduled day and time to perform an action. The assigned team member updates the ticket status after the action is complete.
Pending Support	All	Waiting for the assigned team member to take the next step.
Removed	n/a	A ticket is assigned to the Solutions Delivery Team or Project Team for action.