Freshservice Definitions
This document is to help describe Freshservice for HMA usage.
- Ticket Fields / Properties
- Group
- Status - Freshservice Defaults:
- Open
- Pending
- Resolved
- Closed
- Status - IT Help Desk
- Open – Ticket is open and needs attention.
- In Process – Ticket is currently being worked on
- Waiting for Response – Currently waiting for a reply from the end user
- Pending – Ticket is pending something. This could be waiting for an approval or pending a reply from another department.
- Pending Approval - Use this for tickets like shared mailbox requests as they first need to be approved by Kelly, or any type of ticket where we need to reach out for approval; things like distro list requests, title changes, equipment requests, software requests, etc.
- Resolved – Ticket work is done and waiting for confirmation.
- Closed – Ticket closed
- Onboarding Pending – Used by the employee Transition team to note that all tasks are complete, and we are pending a start date.
- Offboarding Pending - Used by the employee Transition team to note that all tasks are complete, and we are pending a end date.
- Status - Legal
- Open – Ticket is in our queue and hasn’t had a status change.
- In Process – ticket is under initial review.
- Waiting for Response – specific questions are waiting for response from a different person/department than Legal.
- Pending Review - Waiting for Scott or McKenna to review something.
- Resolved – Ticket has been responded to and nothing else is needed.
- Closed – Ticket didn’t belong in our queue.
- Out for Signature – Applies to specific requests that we need to obtain a signature on before completing the ticket.
- Pending Closure – Sent information back and received no response. Set it to this status as we have an auto close feature with this status.
- Pending Conflict Check – Conflict check is needed and being done.
- With Client - Letter or revisions have been sent to client and we are waiting for any additional changes.
- With Outside Counsel – Sent to our outside counsel for further review or information we don’t have.
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Status - Contracts
Open - Status is set to “Open” when a new ticket is created and no action has been taken on it
In Process - Agent to manually change the stage to “In Process” when beginning working on a ticket, or when there’s action the Agent needs to take on a ticket. When a ticket requester responds to a ticket set to “Waiting for Response,” the status will automatically change to “In Process.”
Waiting for Response - Use this status when further information or action is needed from a Ticket Requester. The status will automatically change to “Waiting for Response” after you’ve responded to a Ticket Requester. Otherwise, Ticket Agent should manually change this to “Waiting for Response” as appropriate.
Pending Review - Manually change your ticket to “Pending Review” when you’re waiting on Contracts Director to review a contract, provide input on a ticket, approve of or provide a document, etc. Contracts Director will manually change your ticket to “In Process” after feedback is provided. If Director responds directly to the Ticket Requester, status will be changed to “Waiting for Response”
Pending - Manually change your ticket to “Pending” when you’re waiting on another department or external resource to review a contract, provide input on a ticket, approve a contract, or provide a supplementary document (w9, business license), etc. This is generally used when the ticket is on hold until action is taken by someone else, either internally or externally Ex: COI requests, ticket pending leadership approval, subcontractor agreement can’t be executed until prime contract is executed, etc.
Pending Conflict Check - Primarily used by the For Processing team on straight-to-contracts requests. For Processing will manually change the ticket status to “Pending Conflict Check” after processing a classification form in Vantagepoint and setting the Vantagepoint project stage to 03 – Conflict check.
Closed - When no further action is needed from the Contracts team on a ticket.
With Client - Use this status when you’re working with a client on a contract outside of the ticketing system. For example, if you’re working through redlines with a client via Outlook.