Peregrine Doubt

[prakashmuthu]

Hi,

Would you please provide some guidance as to the use of the "Ticket Status" field in the Peregrine ServiceCenter application?

" Does "Acknowledgement" mean that the person assigned the ticket acknowledges having view the ticket but hasn't started any work on it?
" Does "Initial Status" mean gathering any additional initial information that is needed to start?
" At what point in a project would one select "Root Cause", "Problem Resolution", of "Permanent Solution"? Are these more specific indicators of "work in progress"?

 

[kiltedjedi]

Hi Prakashmuthu

How you use the Status would depend on the Processes that are put in place for Problem / Incident management. Normally Initial will mean that the assignee has not examined the ticket as yet. Acknowledged will generally mean that the assignee is aware but not actively looking yet. You can add more labels to the status dependant on the process in your workplace.