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Frequently Asked Questions

Ticket Statuses




When a new incident is created, the status by default will be in Open State


When the status is in acknowledge, it means that support team have acknowledge and received the incident ticket.


When a workaround is in progress of the request the incident will be to in-progress status.


When a helpdesk or support team workaround completed on issue request has been set to resolve. However, if the end-user are still not satisfied or issue is not resolved, then the end-users can still re-open the ticket by posting a reply.


The closed status is more or less the same with Resolved state, only different is end-users cannot re-open the closed tickets.

 Last Updated 2 months ago

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