Ticket statuses
Every ticket has one of five statuses. They're the same for every account.
| Status | Use it when |
|---|---|
| Open | It's new, or no one has started on it |
| Pending | You're waiting on something: a part, a reply, a facility |
| On Hold | It's paused on purpose, and you'll come back to it |
| Scheduled | A visit is booked. Pick the date and it shows on the ticket. |
| Closed | It's done |
New tickets start as Open.
Changing a status
On the web, click the status on the ticket and pick a new one, or drag the ticket to another column on the board.
In the field app, tap Status. To book a visit, choose Today, Tomorrow, or Next Week. Complete closes the ticket and Reopen opens it again.
Each change is recorded on the ticket with who made it and when. The person who reported the problem sees the status and its history on their ticket page.
What counts as active
Open, Pending, On Hold, and Scheduled are all active. The Tickets page shows only active tickets until you change the status filter.
In the field app, To do holds Open, Pending, and On Hold tickets. Scheduled and Done have their own tabs.
Priority
Priority is separate from status: Low, Medium, or High. A ticket with none shows None. You can set it by hand, or have a form rule set it from what was reported, so an "Is anyone at risk?" answer of Yes makes it High. See Alerts and rules.
When a ticket sits too long
Forms can send an email if a ticket still isn't closed after a set time, or change something when a ticket has been in one status too long. See Alerts and rules.