Understand Rocketship Ticket Statuses

Understand Rocketship Ticket Statuses

When using Rocketship, your helpdesk team will be using some Ticket Statuses you are not familiar with. In this KB article, we’ll discuss each.

Required Statuses

The following statuses are required by Rocketship and will always be present, although your site admin may use a different, but related, name for the actual Ticket Status. You will never manually set these statuses — Rocketship will do this for you.

Used ByTicket StatusRecommended SLA EventPurpose
-all-Needs Help-none-Rocketship has failed an action; needs manager help
SmartDispatchEscalatedFirst ResponseSmartDispatch has dispatched/escalated a ticket to a Resource
SmartWorkQScheduled Next ActivityResolution PlanSmartWorkQ has scheduled a Next Activity (aka Flex Event)
SmartWorkQ Scheduled RemoteResolution PlanSmartWorkQ has scheduled a Fixed Appointment as a phone call
SmartWorkQScheduled OnsiteResolution PlanSmartWorkQ has scheduled a Fixed Appointment as an onsite

Optional Statuses

The following statuses are optional for Rocketship and are used by site admins to drive additional behavior by Rocketship. You may set these statuses at times, although most often the Ticket Status is configured by your site admin to be set by an Autotask Workflow Rule (WFR).

Used ByTicket StatusRecommended SLA EventPurpose
SmartDispatchAuto Escalate-none-Used by sites to enable auto-escalation of tickets; requires additional configuration in Rocketship
SmartWorkQAuto Schedule-none-Used by sites to enable auto-scheduling of tickets/tasks; requires additional configuration in Rocketship

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