Understand incident ticket statuses

  State

 Description

The ticket is being worked or waiting to be worked by Verizon. The clock is running against your service level agreements (SLAs).

• To Be Worked: the ticket is waiting for a technician to begin working. This is the initial status for a successfully created ticket
  

• Working: the ticket is currently being worked

• Maintenance Time, Customer Impacting: awaiting a maintenance window from Verizon. The customer is affected by the delay

   

  Deferred  

The ticket is on hold due to customer-oriented reasons. The clock is temporarily stopped. Status indicators include:

• Alternate Route: the circuit was rerouted to quickly restore the customer’s service

• Customer Time: the problem is being worked on the customer side

• Maintenance Time, Operations: awaiting a maintenance window from Verizon. The customer is not affected by the delay

• Monitor Service: actively monitoring the ticket

   

  Resolved 

The problem was found and fixed. The ticket is awaiting verification from the customer that the service is working as expected.

• Resolved: the problem was fixed

• Awaiting Telco: the issue is resolved but cannot be closed until the Telco closes it

• Auto-Close: the ticket is set to close at a future time, usually 24 hours
• Moniter Service Auto-Close: the ticket is set to close after service is monitored for a certain period of time for stability

  Closed

The problem was fixed, verified, and the ticket was finished. No further ticket modifications are possible online without opening a new ticket.

• Closed: the reported problem was fixed and verified by the customer

• Void: the ticket was canceled, typically because it was a duplicate