Union County IT – Ticket Handling Quick Reference
Desk-reference summary of the full Ticket Handling & Status Workflow SOG
Ticket Lifecycle Checklist
- Ticket created (portal / email / phone / walk-in / Teams message) → status auto-set to New. Walk-ins, emails, and Teams messages must still get a ticket generated.
- Customer responds (first message or any reply) → status auto-set to Open.
- Assign to yourself → status becomes In Process. Set category, subcategory, priority. Fix form if it's still "Other."
- Respond within the First Reply Time SLA for the ticket's priority (see SLA table below).
- Troubleshoot; log every action taken and its result.
- If blocked, branch to Escalation / Pending / Pending 3rd Party / On-hold / Long Term as needed.
- Update the customer within the Pausable Update SLA, and immediately on any status change.
- Confirm the fix; use Confirm Resolution if you're waiting on the requester to verify.
- Complete the resolution comment in full (root cause, actions taken, fix, confirmation, follow-ups, category/subcategory) → Solved.
- Close only when: resolved + confirmed (or 2 follow-up attempts) + resolution comment complete + all required fields filled.
Status Quick Reference
| Status | Set By | Meaning |
| New | System | Just created — nobody has actioned it |
| Open | System | Customer responded — needs technician action |
| In Process | Tech | Actively being worked |
| Escalation | Tech | Elevated beyond Level 1 / Tier 1 |
| Pending | Tech | Waiting on the requester |
| Pending 3rd Party | Tech | Waiting on a vendor / outside provider |
| On-hold | Tech | Paused for an internal reason (budget, scheduling, staffing, decision) |
| Long Term | Tech | Ongoing / project-level, tracked over time |
| Confirm Resolution | Tech | Fix applied, awaiting requester confirmation (not always needed) |
| Solved | Tech | Resolved and confirmed, or closed per policy |
Category Quick-Pick
Ask in order — stop at the first "yes":
| Question | Category |
| Something broken, unavailable, or not working correctly? | Incident |
| Standard IT request, not caused by something breaking? | Service Request |
| Access needs to be granted, changed, or removed? | Access Request |
| Planned IT work, maintenance, or a project? | Internal Operations |
| None of the above? | Ask IT leadership before categorizing |
Escalate When…
- Issue exceeds Level 1 scope
- Required access is not available
- Time threshold is reached
- Issue meets immediate escalation criteria
Include in the ticket: troubleshooting steps performed, results, impact/scope, and supporting evidence.
Before You Close
- Issue confirmed resolved
- User confirmed, or 2 follow-up attempts made with no response (Not always needed)
- Resolution comment complete (root cause, actions, fix, confirmation, follow-ups, category/subcategory)
- All required fields filled and annotated
Never Do
- Work an issue without a ticket
- Close a ticket without documentation
- Escalate without troubleshooting first
- Leave a ticket without updates
- Use vague notes (e.g., "fixed issue")
- Leave a ticket unassigned, or reassign/transfer without documentation and context
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