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Checking Your TechConnect Requests and What a Ticket Status Means

Written by ITS Communications

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Did you know you can check your Service requests by clicking on the My Requests button on the TechConnect home page?

After you submit a service request, the ticket will go through several stages, so keep an eye on My Requests to find out how things stand.

These are the available statuses.

STATUS DESCRIPTION
New The ticket has been received but not yet assigned to an ITS technician.
Open The ticket has been assigned, but work has not yet started.
In Process The assigned ITS technician or technician group is actively working to diagnose and resolve the ticket.
Closed Work to resolve the ticket is complete.

NOTES:

  1. This can be done as soon as the work is complete, although the technician may wait for the requestor’s response before closing.
  2. A requestor can re-activate a closed ticket by going to My Requests, searching your Completed tickets, and adding an update to the ticket.
Cancelled The requestor has withdrawn the ticket, and no further action will be taken.

NOTES:

  1. A requestor can cancel a ticket by going to My Requests, selecting the ticket, and choosing Withdraw Request.
  2. ITS technicians do not use this status. Instead, they will mark tickets as Closed.
Awaiting Customer Response The assigned ITS technician has contacted the requestor to obtain more information needed to finish the work. NOTE: Requestors can check the ticket update sent to their email or the Feed section at the bottom of the ticket in My Requests for more information.
Awaiting Parts/Equipment The assigned ITS technician has ordered parts or equipment and will resume work upon arrival.

NOTE: Requestors can check the ticket update sent to their email or the Feed section at the bottom of the ticket in My Requests for more information.
On Hold Work is pending for a reason other than awaiting customer response or awaiting parts/equipment.

NOTE: Requestors can check the ticket update sent to their email or the Feed section at the bottom of the ticket in My Requests for more information.

You can always look up statuses and meanings in our TechConnect: Checking Your Requests and What a Ticket Status Means article.