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====== ScottyPro Queues & their Definition ======

| **Status** | **Description** |
| Triage | Newly created requests to the support email address that require review are placed here.|
| Open | Newly created requests to the support email address that have been reviewed are placed here.|
| Pending Approval | Tickets that are billable require pre-approval for hours before starting.|
| In Progress | Tickets worked on by the Operations team.|
| Awaiting Response from Customer | Ticket that requires further information from the customer.|
| Customer Response Provided | Tickets that have been responded to by the customer.|
| On Hold | Ticket placed on Hold by Errigal.|
| Resolved | Tickets that have been closed.|
| Cancelled | Requests that have been cancelled, previously called "Closed".|
| Paused By..| Requests that are on hold on the Customer's side.|
| Awaiting Verification | When you are certain that work is complete, the ticket will automatically close in 3 workings days|


Triage

  * Ticket has been created by emailing support@errigal.com.
  * Ticket needs to be reviewed.
  * During Triage a ticket will be identified as Billable or Non-Billable.
  * During Triage required information to progress the ticket or confirm an estimate may be requested before it is moved to either pending approval or Open.
  * Request may require development and if so the ticket will remain in Triage with the label Development required. See [[:opsdev|]]

Open

  * Ticket has been reviewed, and initially contains the requested email.
  * Billable tickets in Open status have been approved.
  * Customers order the queue via drag/drop to ensure tickets are ordered correctly.

Pending Approval
  * Billable tickets with a confirmed estimate/LOE.  
  * These tickets require pre-approval for the estimate/LOE before moving to Open or In Progress.

In Progress 

  * Tickets worked on by the Operations team.
  * Ticket is either approved Billable or a Non-Billable item.
  * Updates are recorded in the ticket via the various forms and via the Latest Update field.
  
Awaiting Response from Customer
  * Ticket that requires further information from the customer.
  * Information required may take many forms including but not limited to.
	*  Clarification of request.
	*  Requirements gathering.
	*  Acceptance to proceed with deployment.
	*  Customer internal meeting update.
	*  Customer to follow up with further examples.

Customer Response Provided

  * Tickets that have been responded to by the customer.
  * The ticket is placed in this column while awaiting rejoining the In Progress queue.
  * Rarely do tickets go back to the Open column unless the update has fundamentally changed the original ticket request.

On Hold

  * Ticket placed on Hold by Errigal. The ticket may be placed on hold for a number of reasons but not limited to: 
  * Resourcing conflict so unable to progress.
  * Errigal internal scheduling conflict so the task is unable to progress.

Awaiting Verification 

When you are certain that the work is complete and you want to close the ticket. The ticket will stay in this state for 3 working days, this gives the customer a chance to disagree. The ticket will automatically close after 3 working days. Owners should update the resolution form with the relevant details. 

The best practice would be to add the Resolution form as soon as you move it to Awaiting Verification, this avoids the ticket appearing on the missing content report. 

The form can always be removed if the customer has a reason to keep the ticket open.

Resolved 

  * Tickets that have been closed.
  * The request is either complete or a resolution established. 
  * Work has been spent on the investigation/request and it is now complete. 

Canceled

  * The Cancelled status is for requests that are no longer required or the ticket is a duplicate.
  * Has been previously called "Closed".
  * Should be used when no work was done on the ticket. If a significant amount of time was spent on the ticket and the customer advises that it's no longer needed it may be more appropriate to Resolve the ticket and set the Resolution category as "Request Cancelled".
   
Paused By..
  * Status is turned on by request.
  * This status can be used for requests that need to be placed on hold due to various reasons on the customer's side. 
  * The customer will want to revisit the topic in the near future so they require the ticket kept in the queue.
  * There would be no action on Errigal and the customer decides when the ticket moves out of this status.
  
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[[SupportRequestPage:support_request|Support Request Page]]

[[supportrequestpage:supportrequestpageticket_management|Ticket Management]]

[[operations_ticket_summary_format|Operations Ticket Summary Format]]

[[support:scotty_pro_support_forms|ScottyPro Support Forms]]


{{ :support:scottypro_queue_definitions.pdf |}}
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