Create a new status in the ticket system
Create a waiting on vendor status. I have 4 tickets in the system and all 4 say waiting on client when there is no action needed by the client. They are all waiting on response from the vendor. Support does not have an appropriate status that represents the current condition of the ticket.
Comments: 3
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19 Jan, '21
Jason Jefferies AdminLet me check to see why they generalized this status when it doesn't accurately identify who needs to be followed up with.
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20 Jan, '21
Jason Jefferies AdminI spoke with Support and the team managing Jira Service Desk. There is actually a "provisioning" status available for port requests and other services, but we are trying to find out why it is not being used. I believe this is the most logical status since it implies the request is in process and there is nothing preventing the request from completing, despite the 10-12 day (in most cases) turnaround time. "Waiting on Client or Vendor" implies someone need to take action, which aligns with your initial feedback. The team is still reviewing. I will update you as I learn more.
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26 Jan, '21
Jason Jefferies AdminOur Service Desk had a conversation with Support Leadership. They are going to retrain Support to use the appropriate statuses to lessen confusion for clients (no new statuses, just using the correct ones). I picked out REQ-11276 and have not seen that change go into effect, so I would give it a day or two for things to trickle down to the front line working the ticket(s). I am going to close this request as Not Planned since they will not be adding anything net new.