Ticket Lifecycle

Tickets go through various workflow stages that define who's currently working on the ticket. This page explains some common ticket workflows...

Normal Workflow

In the normal workflow, the following sequence of events occur:

• Customer creates a new ticket
• Adaptavist start work on the ticket
  • Adaptavist hand the ticket back to the customer requesting more information or with a proposed solution to a problem, etc.
  • Customer provides information or tries solution, then hands the ticket back to Adaptavist
  • This process repeats until the ticket is complete
• Ticket is closed

Atlassian Workflow

In some cases, we may need to refer a problem or question to Atlassian. If any confidential information needs to be sent to Atlassian, we'll seek your permission first.

The process is similar to the normal workflow, only the ticket will be handed to Atlassian from time to time:

When Atlassian provide a response, the ticket will either be handed back to Adaptavist or the Customer depending on who's input is required.

Ticket Timeout

If a ticket is marked as "With Customer" and there is no response for a number of weeks, the ticket will be "Frozen" due to inactivity.

If the ticket remains inactive, it will eventually be closed automatically. At any time in this process you can hand the ticket back to Adaptavist or re-open it.

All Workflow States

The following workflow states are possible...

Open

A new ticket, which Adaptavist has not yet started work on. We recommend leaving new tickets in this state as it helps highlight new tickets to our support team who will then assign the ticket to an appropriate member of staff and hand the ticket to Adaptavist.

With Adaptavist

This state indicates that the ticket is being processed by Adaptavist. For more information, see Handing Tickets to Adaptavist.

With Customer

The ticket requires your attention, for example:

• A request for more information (see Replying to Tickets)
• A proposed solution for you to try
• A request for permission to hand the ticket to a third party, such as Atlassian

After responding to a ticket in this state, if you need Adaptavist to do more work on the ticket please hand the ticket to Adaptavist.

With Atlassian

We are waiting for information or action from Atlassian. In most cases this occurs when a bug is found within one of Atlassian's products, such as Confluence or JIRA, whereby the only viable solution is for Atlassian to fix the bug in the core product.

With 3rd Party

The ticket requires interaction with a third party, for example a supplier, contractor or plugin vendor.

Frozen

Tickets marked as "With Customer" will be moved to the "Frozen" state if there is a prolonged period of inactivity as we will assume that there are no outstanding issues.

Once Fozen, tickets will automatically be closed if they continue to remain inactive.

Closed

The ticket has been resolved or no further action is required. Wherever possible, you should always close a ticket when work is complete.