Overview
F&M has a standard ticket lifecycle that applies to most tickets and work orders. This knowledge base article will help explain that lifecycle.
Ticket and Work Order Lifecycle Diagram and Definitions
- New: Your ticket or work order has been created and submitted, but no action has been taken yet. It's in the queue waiting to be assigned or acknowledged.
- In Process: A technician is actively working on the issue described in the ticket or work order. This status indicates that someone is actively engaged in troubleshooting, investigating, or implementing a solution.
- On Hold: The technician cannot proceed with resolving the issue at this time. There are a number of reason that a ticket or work order can be placed on hold - waiting for a vendor, waiting for parts, or scheduling factors to name a few. Your technician will share specific details with when they place your ticket in this status.
- On Hold - Awaiting Client: The technician cannot proceed without information from the client. This is a sub-status to on hold and is used to help back end workflows. Your technician will ask for specific information when they place your ticket in this status.
- Resolved: The technician believes that the issue has been addressed. This status will trigger an email to the person who opened the ticket or work order. If the issue is not resolved, reply to the email within 2 days and the ticket will be reopened. If you reply after 2 days, a new ticket or work order will be created.
- Closed: The issue is considered fully resolved and no further action is required. Tickets and work orders automatically move from Resolved to Closed after 2 days. Closed tickets cannot be reopened, but a new ticket