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Status is used to show the place of a service request in the Virtual Help Desk workflow.
A Service Request is marked "assigned" when it has been reviewed by a virtual help desk staff member and assigned to a technical expert within the IT division. When your service request is assigned you will be sent an email message acknowledging the receipt of your request. The email message will contain the following: the ticket number of your request, the name of the person assigned to your request, the priority level of the request, as determined by the virtual help desk staff member, and the technical response time.
A Service Request is marked "pending" when the IT technical expert assigned to the service request reviews the service request for the first time. To get updated information about the progress of your request, read the "Progress report and resolution" field in the ticket.
A Service Requests is marked "closed" when the technical expert has solved the problem or otherwise provided the user with a satisfactory resolution. You will receive an email message from the virtual help desk when your ticket is closed. The email message will contain the text from the "User description" and "Progress report and resolution" fields in your ticket.
