resolved state

ulvi · ‎07-26-2016

Hi,

Can anybody tell me please, state-resolved is active ticket or its one of the closed, cancelled states?

In my situation, I would like to report open incidents. I chose conditions like Active is true, Opened on This month and it gives me next ticket with states assigned, new, awaiting 3rd part etc., and resolved.

I want understand is resolved active ticket and why?Then why we have resolved state if we have closed state? what is the difference between them?

Thanks,

Chuck Tomasi · ‎07-26-2016

Hi Ulvi,

This sounds like a continuation of yesterday's discussion.

Typical use case for the Resolved state - The resolver has worked on it and believed they solved the problem, and is awaiting confirmation from the end-user. before it is considered truly closed. It is an active/open state because the user has not signed off that it is completely done.

There may still be a need to move it back to a "work in progress" state to be dealt with by a resolver. Because the resolved state is still 'active=true', it's not a process issue to move it back in the resolution process. If it were closed, that can start to mess with metrics/SLAs, etc. Most organizations consider closed as closed and never to be re-opened.

I hope that helps.

View solution in original post

mrswann · ‎07-26-2016

closed is closed and shouldnt be reopened

resolved is resolved (pending closure), and would be automatically closed after say 7 days - but could be reopened if something else came to light (within the 7 days say)

Deepa Srivastav · ‎07-26-2016

In resolved state incident is active and in close its not active.

resolved can be reopened but closed cant be.

Mark Correct if it solved your issue or hit Like and Helpful if you find my response worthy.

Thanks,
Deepa

Deepa Srivastav · ‎07-26-2016

Please mark the answer as correct to close the thread

resolved state

ulvi · ‎07-26-2016

Thanks guys for Your answers!