Ticket State Specifics

v2021.1

When manually starting a Ticket directly in Enate it will sit in a state of 'Draft' until it has been submitted for the first time.

Once a Ticket has been submitted into Enate it will then sit in a status of ‘To Do’ until a resource has picked it up - this could be a human resource or a robot resource. Once you start updating a Ticket sitting in this state, it will:

• automatically assign to you and

• the status will change to ‘In progress’

You can also choose to change the state yourself. This signifies that work is now underway and it will stay in that status until it’s resolved – assuming e.g. no waiting for further information.

Setting a Ticket back to 'To Do'

If you’ve picked up a Ticket in error, or if your reach the conclusion that it’s not a piece of work you’re going to be able to progress you can unassign it from yourself, either to another resource or just back to its Queue. This could be after 10 seconds or half an hour, but when you do this the system will automatically set the status back to ‘To Do’ to let everyone know that it’s not going to be progressed until another resource picks it up. You can also just manually set the status back to ‘To Do’ if for example you started working on it in error and need to quickly undo the status change.

Similarly if a robot resource rejects a piece of work its status will be set back to ‘To Do’ as part of handing it over for a human resource to carry out.

Using 'Wait'

If you’re working on a Ticket and you have to temporarily halt work on it because you’re waiting for some additional information or because of some other temporary blocker, you should choose the ‘Wait’ status.

When placing a Ticket into a state of 'Wait' you should specify the type of wait

• Wait for more information

• Wait until (wait until a specified date & time)

Wait for more information

Upon confirming the 'Wait for more information' status, the Ticket will move from your Inbox into your 'Owned Work' list, as there is no active work to be carried out by you until the follow up date.

When an incoming mail is received or the 'number of days to wait' is reached without any response, the Ticket will move back from your Owned Work list into your Inbox, highlighted for you to progress.

Alternatively, if you have set the ‘Close if no response received’ to On, then upon reaching the number of days to wait if there has been no response received from the client, the Ticket will automatically close.

Wait until a specified date

When you wish to wait until a future date / time before progressing the Ticket, select the 'Wait Until' option and specify the desired Date and Time.

Upon confirming the 'Wait Until' status, the Ticket will move from your Inbox into your 'Owned Work' list, as there is no active work to be carried out by you until the follow up date.

When this date is reached the Ticket will move back from your Owned Work list into your Inbox, highlighted for you to progress.

Set back to ‘In Progress’

Re-select this option if you wish to take the Action off 'Wait'.

Resolving a Ticket

You signify completing a Ticket by marking it as Resolved.

In addition to marking the Ticket as resolved you can specify the 'Resolution Method', with the following options:

• Communication with service recipient

• No customer response

• Rejected

• Rejected as Spam

When you select to resolve a Ticket, if it has been configured this way in your system (see here for more information), you must either:

• Send a resolution email

or

• Add an internal resolution note

If you mark the Ticket as resolved and have not done either of these, the system will bring up a reminder message:

If you then choose to send a resolution email, the system will show this with a green tick in the email or note:

You will then be able to mark the Ticket as resolved.

If you have already added a resolution

If you have just added a note or sent an email before marking as ‘resolved’, the system will automatically mark this accordingly, and will not ask you to add a further resolution confirmation.

Subsequent Resolution Note / Email display in timeline.

For resolved Tickets, you will be able to see the note / email which was tagged as the resolution highlighted in green with tick marker:

Quick Resolution

For quick resolution, you can also send your resolving email and mark the Ticket as resolved in a single click. Just click the ‘Send and Resolve’ button at the foot of the email you are sending.

Note, this option is not available if you are sending an email from the pop-out screen. You need to come back to the main Ticket browser screen to confirm resolution of the Ticket.

After a Ticket has been resolved it may sit in that status for a brief period if a Feedback Window has been set for it - during this time period the service recipient may respond and the Ticket may be reopened, either manually or automatically upon receipt of a new incoming email or feedback within the time period.

After the feedback window has completed without any further response, the Ticket will move to a state of fully 'Closed'. Any subsequent mails received will launch a brand new work item.

Note: You can easily move an item from draft straight through to resolved - a good example of this is a ticket query which gets resolved on first contact.

Ticket Statuses Old vs New

Previously		Now shows as		Detail Information
	N/A		DRAFT
	In Progress (not yet picked up)		TO DO	If not actively being progressed
	In progress (being progressed)		IN PROGRESS	If being actively progressed (manual / automatic switching to this)
	Pause – Waiting for more information		WAIT	Wait type - Wait for more information
	Pause – Schedule for Follow Up		WAIT	Wait type - Wait Until
	Resolved		RESOLVED	Resolution Method - Communication with Service Recipient
	Resolved - Manual Response		RESOLVED	Resolution Method - Communication with Service Recipient
	Resolved - No customer response		RESOLVED	Resolution Method - No customer response
N/A	Rejected		RESOLVED	Resolution Method - Rejected
N/A	Rejected as Spam		CLOSED	Resolution Method - Rejected as Spam
N/A	Rejected - unknown email address		CLOSED	Resolution Method -Rejected due to no configured email matching recipient address
	Resolved - Split Ticket		WAIT	Wait type: -Split into multiple Tickets With link to split tickets.
N/A	Resolved - Split Ticket (completed)		RESOLVED / CLOSED	With link to split tickets.
N/A	Resolved - Existing Ticket updated		RESOLVED / CLOSED	Resolution Method Merged into another Work Item
	Resolved - New Case launched		WAIT	Wait type -New Case launched
NA	Resolved - Existing Case/Action updated		RESOLVED / CLOSED	Resolution Method: - Merged into another work item