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State | Description |
Submitted | The initial state of a Trouble Ticket when created by a TT originator. |
Acknowledged | The Trouble Ticket was accepted and allocated a unique Trouble Ticket ID by the TT handler. |
In Progress | The Trouble Ticket was validated by the TT handler and is being processed. |
Resolved | The Fault indicated in the Trouble Ticket was corrected by the TT handler and acknowledgement is awaited from its originator. |
Closed | The Trouble Ticket's originator has acknowledged the 'Resolved' state of the TT, or the timeframe for acknowledgement has passed without response from TT originator. |
Rejected | The Trouble Ticket was rejected because it:
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In Progress - Pending | TT handler is awaiting further confirmation on details of a Fault from originator before it can progress the Fault. An example is where Appointment information is required. |
In Progress - Held | TT handler is confirming further details internally before completing a Trouble Ticket. An example is where TT handler for network infrastructure spare parts to progress with the Fault rectification. |
UML model
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