Ticket Status Definitions Sample Clauses

Ticket Status Definitions. Incidents The following table shows the status of Incident Tickets as they move through the resolution process. ● Time to First Response is measured from when the ticket is raised formally according to the processes layed out in this document to the point when we start actively processing the ticket. ● Time to Incident Resolution is calculated as the time from when the ticket is raised to the time when it has been closed in agreement with the customer. It is important that we get agreement from the customer to close the ticket. The customer should not unreasonably withhold agreement to close the ticket and Fuse reserve the right to close tickets on the customers behalf if we believe the issue as reported has been resolved and we believe the mutual agreement is being unreasonably withheld. Ticket Status Definition Waiting For Triage Ticket has been received and is awaiting assignment to a support team agent. In Progress A Service Desk agent is looking into the reported issue and is investigating the possible cause. May be assigned to the product or development teams if it requires further analysis or is confirmed as a bug. Waiting For Customer The team have reached out for further information or are awaiting your confirmation the ticket is resolved. This stops the SLA clock. Resolved The issue has been fixed, and we will confirm with you that it is resolved before we close it. Closed The ticket is confirmed as resolved by customer and is therefore closed
Sample 1
AutoNDA by SimpleDocs

Related to Ticket Status Definitions

  • SECTION I - DEFINITIONS As used in this Agreement, the following terms shall have the meanings ascribed herein unless otherwise stated or reasonably required by the Agreement, and other forms of any defined words shall have a meaning parallel thereto.

  • Special Definitions For purposes of this Article Fourth, the following definitions shall apply:

  • 020 Definitions The following definitions shall be applicable to this chapter:

  • DPA Definitions The definition of terms used in this DPA is found in Exhibit “C”. In the event of a conflict, definitions used in this DPA shall prevail over terms used in any other writing, including, but not limited to the Service Agreement, Terms of Service, Privacy Policies etc.

  • Special Rules and Definitions The following additional rules and definitions apply in implementing the due diligence procedures described above:

  • – SCOPE & DEFINITIONS 2.01 The employer recognizes the Ontario Nurses’ Association as the sole and exclusive bargaining agent for all registered nurses and nurses with a temporary certificate of registration employed by THE WILLOWGROVE LTC Residence in the City of Xxxxxxxx, save and except managers, persons above the rank of manager and persons covered by a subsisting collective agreement.

  • Purpose and Definitions 1. The purpose of this Chapter is to promote the objectives of this Agreement by simplifying customs procedures in relation to bilateral trade between the Parties.

  • 000 DEFINITIONS 6.100 Maintenance shall be work performed for the repair, renovation, revamp and upkeep of property, machinery and equipment within the limits of the plant property.

  • Definitions For purposes of this Agreement:

  • Specific Definitions The following terms used in this Agreement shall have the following meanings:

Time is Money Join Law Insider Premium to draft better contracts faster.