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--- supportrequestpage:supportrequestpageticket_management [2023/01/29 21:31] – lmoore
+++ supportrequestpage:supportrequestpageticket_management [2023/02/14 15:31] (current) – 10.91.110.100
@@ Line 5: / Line 5: @@
 |Support Request Application Presentation]]
-See also [[support:Support Process Overview|Support Process Overview ( Customer Tickets)]]
+----
+__**Life of a support ticket**__
+Each support ticket is carried through a support workflow by the support engineer.\\
+  * All tickets initially start in Triage.\\
+  * When creating a ticket you should fill out all the required information.\\
+  * Ticket will only move to "Pending Approval" or "Open" once all required information is clarified, otherwise it should stay in Triage.\\
+  * You should not open a ticket in "Pending Approval" or "Open" as these are no longer initial states, Triage state is auto-selected when you pick the relevant workflows\\
+  * If a ticket requires a log to help with an investigation it should be added to the ticket and should remain in Triage until log is attached.\\ Please select the correct response to the "Log required" question?
 **__Quick Guide__**

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