The status field is used to automate behaviors in the ticket system and to trigger SLA alerts to supervisors and managers.  The status of a ticket can be modified by both a registered technical support contact and a Privia support representative.


The following status settings can be applied to a ticket:

Status Description
Open When a ticket is initially created or the system has received a response to the ticket from the customer the ticket will be set to the Open state.  This state indicates that the ticket is waiting for action by a Privia support representative.  An alert will be sent to a supervisor or manager if the ticket remains in the Open state and the priority for the ticket has a SLA that has been exceeded.
Pending The Pending or Parked state indicates that a Privia support representative is waiting for a response or information from the customer.
Resolved A ticket is set to the Resolved state when the Privia support representative has addressed the issues in the ticket and notified the customer of the resolution.
Closed A ticket is set to the Closed state by a Privia support representative when the customer of the ticket has acknowledged that the issue has been resolved.  If a ticket is set to the Resolved state and no response is received from the customer, the ticket will automatically be closed by the system after 5 business days.  The ticket can be reopened by a registered technical support contact or a Privia support representative.
Open Assigned to Dev When an issue has been identified as a bug for which there is no workaround, the ticket will be assigned a development ticket (TTP) and the Privia support ticket will be set to Open Assigned to Dev.  This is to indicate that there is no additional information needed from the customer and that the customer will be notified when the bug has been fixed in either a patch or a future release of the product.
Open Enhancement Request When a customer requests a new feature or a modification to a feature, the request will be put on the development backlog and the Privia support ticket will be set in the Open Enhancement Request.  This is to indicate that there is no additional information needed from the customer and that the customer will be notified when the enhancement has been scheduled for a future release.