The ticket is being worked or waiting to be worked by Verizon. The clock is running against your service level agreements (SLAs).
Incomplete: the ticket has incomplete information
To Be Worked: the ticket is waiting for a technician to begin working. This is the initial status for a successfully created ticket
Working: the ticket is currently being worked
Maintenance Time, Customer Impacting: awaiting a maintenance window from Verizon. The customer is affected by the delay
The ticket is on hold due to customer-oriented reasons. The clock is temporarily stopped. Status indicators include:
Alternate Route: the circuit was rerouted to quickly restore the customer’s service
Customer Time: the problem is being worked on the customer side
Maintenance Time, Operations: awaiting a maintenance window from Verizon. The customer is not affected by the delay
Monitor Service: actively monitoring the ticket
The problem was found and fixed. The ticket is awaiting verification from the customer that the service is working as expected.
Resolved: the problem was fixed
Awaiting Telco: the issue is resolved but cannot be closed until the Telco closes it
Auto-Close: the ticket is set to close at a future time, usually 24 hours
On Hold: awaiting some period of time until the ticket is able to be closed
The problem was fixed, verified, and the ticket was finished. No further ticket modifications are possible online without opening a new ticket.
Closed: the reported problem was fixed and verified by the customer
Void: the ticket was canceled, typically because it was a duplicate
Frozen: Key Performance Indicators (KPIs) were run; no further ticket modifications are possible
View a list of the common abbreviations on incident tickets.
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