Important Labels When Reviewing Your Ticket and What They Mean

Modified on Mon, 26 Oct, 2020 at 1:24 PM

We know how important it is to understand how quickly your query will be dealt with and what status it is at.

These two labels are the ones to look out for when reviewing your ticket, in addition to any notes or updates from our helpdesk agents. We have added explanations to each label to help you understand what each of them means.

Priority

By completing the relevant questions in the ticket form, the Helpdesk system will automatically assign the priority as follows:

Urgent: ''Sev 1'		Response time: 1 hour. Resolution time: 4 hours Defined as an outage preventing access to Jobtrain
High: ''Sev 2'		Response time: 4 hours. Resolution time: 1 day Defined as a significant fault or problem preventing completion of the recruitment process
Med: ''Sev 3''		Response time: 1 day. Resolution time: 5 days Defined as a minor fault or problem that doesn't prevent completion of the recruitment process
Low: ''Sev 4''		Response time: 1 day. Resolution time: varies as required Not issues, but user guidance, access requests, change requests and questions

Status

These statuses typically are used during the diagnosis phase, or after Jobtrain has responded:

Open	The helpdesk is either due to (or is) reviewing your ticket
Waiting on Requester	Waiting for you to reply to us.
Waiting on Third Party	We are awaiting a reply from a 3rd party - such as your advertising agency.

These statuses become relevant if we need to perform a further task for you, usually by our technical department, such as an activation, fix, or config. change request.

Open - Service Task Scheduled

Open - Service Task Actioned - Awaiting Deployment  

Open - Service Task Deployed - Awaiting Testing 

Open - Service Task Approved for Closure

In either case, if we believe the ticket is resolved it will show this status and will be accompanied by a message from us in the ticket thread:

This ticket has been Resolved

And then moved to this status:

Closed