How to monitor a ticket as it moves through the stages.
Clicking on a ticket will return this view:
- You will be able to see all the details relevant to the request
In the top left-hand corner you can see when the ticket was created:
- This is known as the creation date
This date/time is when the request was Created
To view a more detailed breakdown of the ticket timeline
- Click on the Activities tab
The activity tab will display a complete profile of the ticket timeline:
- When the ticket was created
- When the ticket has moved from each stage
In this example:
- The ticket was reviewed and moved to In-Process on Aug 8th
- The ticket was moved to pending approval on Aug 20th, 11:14 AM
- The ticket was completed 3 hours later.
Each request type adheres to a specific service standard. If an activity indicates that a ticket has been idle at a particular stage, this may be within the expected timeframe.
For further clarification, we recommend reviewing the articles related to your specific request type and our comprehensive service standard guides.