The Stages of a Ticket’s Life Cycle
There are different designations for the stages that make up the life cycle of a ticket depending on the type of support system. The general logic follows that of a problem being solved by an organization: first the organization learns about the problem, then tries to appoint the personnel that is most qualified to approach it, after which the latter works on a solution. If the problem is not solved, it is being revisited/reopened. Different businesses might have different needs, which might reflect in some life cycle variations or different relative importance of these stages. Thus, depending on the type of problems and the competences of the specialists, the ticket assignment can be done either randomly or after an elaborate evaluation/categorization of the task. The Stages of a Ticket’s Life…