Service Ticket Statuses Explained
What each of the seven ticket states means, and how status differs from priority.
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Every ticket sits in one of seven states. They are a workflow, not a priority: a ticket can be urgent and still be in Triage.
The seven states
Triage is where a ticket lands when nobody has decided what happens to it yet. Anything created without a status, including tickets raised by residents, starts here. Triage is not a backlog: it means undecided, and a ticket sitting here has not been assessed by anyone.
Backlog is work you have accepted but are not scheduling yet. Moving a ticket here is a decision, and it is the honest place for “yes, eventually”.
To Do is accepted and scheduled, waiting to start.
In Progress is being worked on now.
In Review is finished by whoever did it and waiting on someone else to confirm. Use it when a second person genuinely needs to look, not as a holding pen.
Complete is done. Completing a repeating ticket also creates its next occurrence.
Archived takes a ticket out of the working list without deleting it. Archived tickets keep their history, their documents and their notes.
Priority is separate
Priority has four levels: Urgent, High, Medium and Low. Nothing about a status changes a priority, or the reverse. A ticket can be Urgent and in Backlog, which usually means something needs a conversation.