Peregrine Doubt

prakashmuthu · Nov 13, 2006

Hi,

Would you please provide some guidance as to the use of the "Ticket Status" field in the Peregrine ServiceCenter application?

" Does "Acknowledgement" mean that the person assigned the ticket acknowledges having view the ticket but hasn't started any work on it?
" Does "Initial Status" mean gathering any additional initial information that is needed to start?
" At what point in a project would one select "Root Cause", "Problem Resolution", of "Permanent Solution"? Are these more specific indicators of "work in progress"?

kiltedjedi · Nov 14, 2006

Hi Prakashmuthu

How you use the Status would depend on the Processes that are put in place for Problem / Incident management. Normally Initial will mean that the assignee has not examined the ticket as yet. Acknowledged will generally mean that the assignee is aware but not actively looking yet. You can add more labels to the status dependant on the process in your workplace.

Tek-Tips is the largest IT community on the Internet today!

Members share and learn making Tek-Tips Forums the best source of peer-reviewed technical information on the Internet!

Peregrine Doubt

prakashmuthu

Programmer

kiltedjedi

Technical User

Similar threads

Part and Inventory Search

Sponsor