JSD2 Ticket Pending Status
Ticket Pending - the responsibility for the incident shifts temporarily to another entity that is tasked with providing further relevant information, evidence, or a resolution. When you select the Pending option, the Pending reason choice list appears. An incident can be placed in Pending state one or more times prior to being closed.
Select one of the following Pending reasons:
| Ticket Pending (stops all SLA clocks) | |
|---|---|
| Waiting on Customer | The technician is unable to proceed as more information or schedule is required with the customer to replicate the issue. |
| Waiting on Vendor | The technician is unable to proceed as a vendor is required to complete repairs or provide services. This status should only be used when we are awaiting a vendor response. When selected, the agent will be required to enter what vendor we are waiting on. |
| Waiting on Inventory | The technician is unable to proceed as parts or software are on order. |
| Waiting on Technical Solution | The technician is unable to proceed until technical analysis is performed in order to determine a technical solution. |
Choose a Vendor if this ticket's Pending Reason is Waiting on Vendor:
Enter the Vendor Ticket Number in the following field:
