Ticket Lifecycle Reference
Lifecycle Overview
FlowDesk uses a structured ticket lifecycle to ensure consistent tracking, accountability, and service transparency. Each ticket progresses through defined states that reflect operational activity from creation to closure.
Lifecycle States
| Status | Description | Operational Meaning |
|---|---|---|
| New | Ticket has been created and logged. | Awaiting triage or assignment. |
| Assigned | Ticket is allocated to a technician. | Work responsibility established. |
| In Progress | Active investigation or resolution is underway. | Technician is performing operational work. |
| Pending | Work is temporarily paused awaiting external input. | Requires user feedback, approval, or dependency resolution. |
| Resolved | Solution has been applied and validated. | Awaiting final confirmation or closure. |
| Closed | Ticket lifecycle is complete. | No further operational action required. |
Status Transitions
Tickets progress sequentially through lifecycle states, though controlled transitions allow reassignment or reopening when necessary. Transition permissions are governed by role policies to preserve accountability.
Operational Integrity
Maintaining accurate ticket status ensures reliable reporting, workload visibility, and service auditing. Teams are expected to update lifecycle states in alignment with actual operational progress.