ITAM / Asset Tickets

Status & Priority

Move Sophie's keyboard ticket from OPEN to INPROGRESS to RESOLVED, and set HIGH priority so Carlos triages it before lower-urgency requests.

Real-world scenario

Carlos Reyes · IT Admin at Bluewave Labs

Sophie's keyboard ticket starts OPEN at MEDIUM. Carlos raises priority to HIGH when she confirms she cannot code without an external keyboard, moves it to INPROGRESS when the replacement ships, then RESOLVED → CLOSED after install.

Before you begin

  • Permission to change status (Admin or Manager with canManageTicket)

Overview

Status reflects where a ticket is in its lifecycle; priority tells Carlos what to tackle first. Together they drive Kanban columns, filters, analytics, and approval gates when hardware spend needs Maya's sign-off.

Statuses

  • OPEN. New ticket, not yet started (Sophie just submitted)
  • INPROGRESS. Carlos is actively working on it
  • PENDING. Waiting on parts, vendor, or user input
  • AWAITINGAPPROVAL. Needs Maya to approve before fulfillment
  • RESOLVED. Issue fixed; keyboard replaced
  • CLOSED. Ticket complete and archived
  • REJECTED. Denied in approval flow
  • APPROVED. Approved in approval flow

Priorities

  • LOW. Cosmetic or non-blocking (sticker request)
  • MEDIUM. Default; work around exists
  • HIGH. Sophie's keyboard: productivity impacted
  • URGENT. Device down; cannot work at all

Typical workflow

  1. 1

    OPEN → INPROGRESS

    Carlos picks up Sophie's ticket and starts triage or ordering parts.

  2. 2

    INPROGRESS → PENDING (optional)

    Waiting for the MX Keys shipment to arrive at Austin office.

  3. 3

    PENDING → AWAITINGAPPROVAL (optional)

    If replacement cost exceeds threshold, Maya approves before RESOLVED.

  4. 4

    INPROGRESS → RESOLVED → CLOSED

    Keyboard installed Thursday; Carlos resolves Friday and closes after Sophie confirms.

Tickets can move backward

If the wrong keyboard ships, Carlos moves the ticket back to PENDING or INPROGRESS, status is not strictly one-way.

Example lifecycle

Sophie's keyboard ticket

  • Mon 9:00. OPEN, MEDIUM (Sophie creates)
  • Mon 9:30. OPEN, HIGH (Carlos raises priority)
  • Mon 10:00. INPROGRESS (Carlos orders keyboard)
  • Wed 14:00. PENDING (shipment in transit)
  • Thu 11:00. INPROGRESS (install scheduled)
  • Fri 15:00. RESOLVED → CLOSED

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