What are some custom ticket statuses that you have created.
We have created the following:
Invoice - waiting on principal approval
Invoice -10 Day
Invoice - 30 Day
Invoice - Magistrate
+13I LOVE custom ticket status’! Not only are they fantastic for custom views and being able to organize your day, they are also a great way to communicate back with the end user regarding the status of their request. In the district I worked for we used some fun custom status’:
- Held by Police (Resolved - this was great for auditing purposes and let them know we were never getting that device back)
- Summer Project (On Hold - makes it so you can easily have a view of things to do over the summer, incorporate due dates for the WIN!)
- Ready to Bill (In progress - this status sent the ticket to me for invoicing)
Custom ticket status’ can also be very useful within the Rules Engine!
Looking forward to hearing more from other districts! 🤓
One of my favorites is Resolved - No Response from Requestor. That one gets set when a ticket is stale for 7 days. We found it helpful in my previous district since we’d often have staff - or a guardian - reach out to a school administrator to escalate an issue. More often than not, the request they’d made had been automatically closed since they didn’t get back to us!
I also added Waiting on Requestor - Vendor Repair. This one is excluded from the 7 day stale rule & is used for staff devices that have come back from our 3rd party repair company.
I like the idea of “summer project”. Might bring that up with my current team.
Alyssa Meyer - Tech Lady, Superhero & Guru (depending on who you ask)
+4We made “Waiting on subtasks” which is used when all the work that can be done on the parent ticket is done, but we’re still waiting on a subticket to be resolved.
It gives us more visibility on the status than “On Hold” and lets the assigned agent hide it from their In Progress queue!
Dillon Henry, Stillwater Public Schools
+1We use Repair Complete - Awaiting Pickup as an on hold type of status.
Once the tech department finishes the repair, the media center aide is the one to return it. The student can come in and the aide is able to see the status of the ticket immediately and close it once it is actually picked up.
+3A few of the custom statuses that our district uses are the following:
- Verify Setup - When a new workstation has been sent to the school and the tech ensures that it is setup correctly and removes the old equipment.
- Waiting on Materials - When the LIR Team is waiting to receive materials/curriculum
- Admin Approved/Admin Denied - Used for our software/hardware purchase approval process.
These statuses are incorporated within our rules engine for workflow automation.
-Fayette County Public Schools
+1Our district has many custom ticket statuses. Many of them serve a specific process purpose, while others provide more context than the base statuses.
We have incorporated our depot repair process into IIQ to leverage bulk updating and preset custom views. For example, when a tech boxes up a shipment of devices to send out, they can go to a specific custom view to see all the open tickets with devices that need to go to depot. From there, they can select the ones that correspond with the ones they send out and bulk run a shortcut that updates each ticket to a specific status, each device’s status gets updated, and each ticket has an action placed on it. To define different steps along the process and set up the custom views, we have ticket statuses like “Send to Depot” and “Waiting for Depot”. Tickets on devices that were submitted and determined to need a depot repair get a shortcut that automatically changes the status to “Send to Depot” to move the ticket to that view and keeps all the tickets on devices needing to be sent to depot in one clean list. We can then export the list and use that to submit a bulk request to depot.
We also have many “Waiting on ...” statuses that are used for various advanced approval processes ran automatically through the rules engine.
Some of my favorite statuses we have is “Requestor response”, “Resolved, awaiting confirmation/pickup”, and “Waiting on Subticket(s)”. We use the first when a ticket in “Waiting on Requestor” gets a comment added. Unfortunately, IIQ doesn’t have a way to trigger a rule when a specific person responds, so it gets triggered when anyone adds a comment. “Resolved, awaiting confirmation/pickup” serves two purposes. If the ticket involves a broken device and it has been repaired, the ticket gets placed in this status, as the only thing left to do is call the student/staff member in to collect their original device and return the loaner. The other purpose is when the requestor doesn’t provide an update or feedback on an issue that the tech worked on and assumes is taken care of. This gives the requestor some time to respond if the issue is in fact not resolved before the ticket is closed. The rules engine does automatically send the (for) requestor an email when a ticket is placed in this status. The final one has been mentioned here before, when the parent ticket is waiting on a subticket and no more work can be done on it until the subticket is complete. The rules regarding this status change an “in progress” ticket to “Waiting on subticket(s)” as soon as a subticket is created on it, and changes it back as soon as the last subticket is resolved, which also sends an email to the agent.
+18
+7
- “Pending approval of security status”- on hold
- “Awaiting academic approval”- Awaiting approval
- “Technical Team approved”
- “Waiting on Equipment Install”
- “Closed- Request Denied”- Denied
- “Waiting for Admin/Supervisor approval”- Awaiting approval
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