ticket tool :

Incident :

Status 1 : NEW :

When user updates his issue in #ticketing tool for respected department , this incident got
NEW status,

respected details : Issue title : name of issue, Service line : ECC, Function : finance.

Status 2 : Assigned :

Senior or any other consultant for respected department assign New Tickets to Consultants
based on their working level eg : l1 l2 l3.

Status 3 : Acknowledgement :

Respected consultant changes status of incident from "Assigned" to "Acknowledgement" as to

convey his acceptance to work. where consultant may send acknowledgement to end user
through mail (outlook).

Status 4 : Work in progress :

Once user start working on incident he /she changes status from Acknowledgement to Work in
progress.

Status 5 : waiting for user information (optional)

While working on incident if consultant require further information, then he sends questioner to
end user regarding required info, then consultant change status from work in progress to
waiting for user information, once got information from user then change status back to Work in
progress.

Status 6 : waiting for user confirmation

once solution is provided to end user then consultant mail solution to user then status is
changed to "waiting for user confirmation" to close ticket.

If user not satisfied with solution again status back to "work in progress " , and give new solution
to user, change status to waiting for user confirmation.

Status 7 : close :

If user is satisfied with solution, with his/her acceptance we can close incident, Where before
changeing status to close, we have to attach our mail communication with user and his confirmation to
close, in to the ticketing tool, then we change status to 'close'