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Checking the Status of your Support Center Request

  1. Login to the Support Center
  2. Click My Activity at the top of the screen:

    Click My Activity at the Top of the Screen


     

  3. Your ticket status is listed underneath the ticket name and ID information:


    Ticket Status is listed after title and ID numbers

  • Assigned - Status set automatically when a ticket is created and assigned to a Service Support Group
  • In Progress - Status set automatically when an Incident is assigned to an individual Assignee or when a work order is being processed
  • Pending -  Work to resolve the ticket cannot continue until an enhancement, more information, or some type of action from the client occurs.
  • Planning - The service request requires planning before it can be completed. An example would be a request that requires a site visit to determine how the work will be completed.
  • Resolved - The work has been completed or the issue resolved and there is no additional action required.
  • Closed - Two weeks after the resolution of a ticket, the system closes it and it can't be reopened.
  • Cancelled - The request has been cancelled by the client or ISC