[[“
Status
“,”
Meaning
“],[“Open
Service Desk Status
“,”The ticket is not yet assigned to a CS Agent.”],[“In Progress
[[“
“,”
“],[“Open
“,”The ticket is not yet assigned to a CS Agent.”],[“In Progress
“,”A CS Agent is working on a solution.”],[“Waiting for Customer
“,”More information is required to proceed with the investigation. The person who raised the ticket needs to provide further input.”],[“\nEscalated
“,”The Product Team is working on a solution.”],[“Planned*
“,”The Product Team has found a solution, which requires development work, and is planned to be included in an upcoming release.”],[“\nWaiting for Acceptance
“,”The ticket is ready for review and final acceptance. “],[“Cancelled
“,”The ticket has been closed, and no further action is required from the CS Agent or the customer.”],[“\nClosed
“,”The ticket has been resolved or escalated to the Software Project. “]]