Operations
Service Ticket Workflow: From OPEN to RESOLVED in Under 24 Hours
The states, the SLAs, and the routing rules that keep your support team out of email and inside the workflow.
PPriya Sharma··6 min read
A ticket without a clear lifecycle is just an email thread. The right states + the right SLAs reduce MTTR dramatically.
The minimum viable state machine
- OPEN — captured, not yet acknowledged.
- IN_PROGRESS — owner assigned.
- WAITING_VENDOR — blocked externally.
- RESOLVED — fix applied; pending user confirmation.
- CLOSED — confirmed.
Routing rules that work
- Priority by impact, not by who shouted loudest.
- Auto-assign by asset category — laptop tickets go to the laptop tech.
- Escalate at SLA breach, not after.
AssetMon's Service Tickets module ties every ticket to an asset, captures cost on resolution, and feeds the audit log automatically.
#service ticket workflow#IT support#help desk#SLA