11.1 Ticket Lifecycle Process
The following flow explains the complete journey of a support ticket, starting from ticket creation by a Facility User and ending with resolution, closure, and reporting.
11.1.1 Complete Ticket Lifecycle Flow
1. Facility User Logs In
The Facility User opens the configured Public Portal URL and logs in using the email address and password created by the administrator.
↓
2. Facility User Opens a New Ticket
The Facility User selects Open a New Ticket from the portal navigation.
↓
3. Facility User Enters Ticket Information
The user provides:
- Ticket Title
- Detailed Description
- Category
- Subcategory
- Application
- Priority Level
- Supporting Attachments, when required
The user’s contact information, assigned facility, and region are linked to the ticket.
↓
4. Facility User Submits the Ticket
The Facility User clicks Save to submit the ticket.
↓
5. Ticket Is Created with Open Status
The system generates a unique Ticket Number and records:
- Created Date
- Region
- Location or Facility
- Category and Subcategory
- Application
- Priority
- SLA Due Date
- Facility User information
The ticket initially enters the Open status.
↓
6. Automated Notifications Are Sent
Based on the configured Automation Rules, email notifications may be sent to:
- Organization Administrator
- Admin
- Supervisor
- Assigned Person
- Facility User
↓
7. Ticket Appears as Unassigned
If no user was selected during ticket creation, the ticket appears as Unassigned.
For Regional Users, it becomes available under:
- All – Shows unassigned tickets in the assigned region and tickets assigned to the logged-in user.
- Unassigned – Shows only tickets in the assigned region that do not have an assignee.
National Users and Administrators can view the ticket from the organization-wide ticket list.
↓
8. Regional, National, or Administrative User Reviews the Ticket
An authorized support user opens the ticket and reviews:
- Ticket Title and Description
- Region and Location
- Category and Subcategory
- Application
- Priority
- Due Date
- Facility User information
- Attachments
↓
9. Ticket Is Assigned
The ticket is assigned from the Assign tab.
A Regional User may assign the ticket to:
- Themselves
- Another Regional User within the same region
- A National User
- An Administrator
A National User or Administrator may assign or reassign the ticket to another eligible support user across the organization.
↓
10. Assigned User Becomes the Ticket Owner
The most recently assigned user becomes the Ticket Owner.
The assignment is recorded in the Activity tab, and the ticket appears in the assigned Regional User’s My Tickets list when applicable.
↓
11. Ticket Moves to In Progress
When the Ticket Owner starts working on the issue, the ticket status changes from Open to In Progress.
↓
12. Ticket Owner Investigates the Issue
The Ticket Owner:
- Reviews the ticket information
- Opens the attached files
- Checks the ticket history
- Investigates the reported issue
- Coordinates with other technicians when required
↓
13. Internal Communication Is Added
The Ticket Owner can post an Internal Note for communication between technicians and support staff.
Internal Notes may contain:
- Technical findings
- Troubleshooting information
- Handover instructions
- Internal escalation details
Internal Notes are not visible to the Facility User.
↓
14. Support User Sends a Staff Post
The Ticket Owner can post a normal reply without selecting any special option.
This creates a Staff Post, which is visible to the Facility User.
Staff Posts may be used to:
- Request additional information
- Provide troubleshooting steps
- Share progress updates
- Ask the Facility User to test a solution
↓
15. Facility User Receives and Reviews the Reply
The Facility User opens the ticket from the Public Portal and reviews the technician’s reply in the ticket conversation.
↓
16. Facility User Sends a Client Post
The Facility User can reply with:
- Additional information
- Answers to technician questions
- Screenshots
- Documents
- Confirmation of test results
- Further explanation of the issue
The Facility User’s reply appears as a Client Post in the Threads tab.
↓
17. Ticket Investigation Continues
The Ticket Owner reviews the Client Post and continues troubleshooting.
During this stage, the ticket may be:
- Updated
- Reassigned
- Escalated to a National User
- Escalated to an Administrator
- Supported by another technician
All significant actions are recorded in the Activity tab.
↓
18. SLA Is Monitored
The ticket is monitored against the SLA time configured for its priority.
If the ticket passes its due date without completion, it becomes Overdue.
An Overdue Ticket Alert may be sent according to the configured Automation Rules.
↓
19. Issue Is Resolved
After completing the required troubleshooting or corrective action, the Ticket Owner confirms that the issue has been resolved.
↓
20. Final Response Is Posted
The Ticket Owner can close the ticket using either of the following options:
Post as Resolution
The response:
- Is visible to the Facility User
- Is recorded as the final resolution
- Closes the ticket
Close Ticket on Reply
The response:
- Is posted as a normal Staff Post
- Is visible to the Facility User
- Closes the ticket
↓
21. Ticket Status Changes to Closed
The ticket status changes to Closed, and the closure is recorded in the Activity Timeline.
↓
22. Facility User Reviews the Resolution
The Facility User can open the ticket from the Public Portal and review:
- Final resolution
- Technician responses
- Conversation history
- Attachments
- Closed status
The Facility User may also close the ticket after confirming that the issue has been resolved, where this option is available.
↓
23. Ticket Data Updates Dashboards and Reports
The completed ticket contributes to:
- Technician Dashboard
- Regional Dashboard
- Management Dashboard
- Executive Dashboard
- SLA reports
- Technician performance reports
- Facility and regional reports
- Recurring category reports
- Resolution and response-time reports
11.1.2 Simplified Ticket Lifecycle
Facility User Logs In
↓
Creates and Submits Ticket
↓
Ticket Enters Open Status
↓
Notifications Are Sent
↓
Ticket Appears as Unassigned
↓
Regional, National, or Administrative User Reviews Ticket
↓
Ticket Is Assigned
↓
Assigned User Becomes Ticket Owner
↓
Ticket Moves to In Progress
↓
Technician Investigates the Issue
↓
Internal Notes and Staff Posts Are Added
↓
Facility User Responds with Client Posts
↓
Ticket Is Updated, Reassigned, or Escalated When Required
↓
SLA and Due Date Are Monitored
↓
Issue Is Resolved
↓
Resolution or Closing Reply Is Posted
↓
Ticket Status Changes to Closed
↓
Ticket Data Is Included in Dashboards and Reports