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Issue Lifecycle
The workspace administrator defines which statuses fit into which categories of the Issue Lifecycle. The Issue Lifecycle is used in the Executive Dashboard and other reports. Where a status is placed in the Executive Dashboard determines what is counted. For example, if a status is included as an Activation event, it will not be counted when a report is derived showing Resolution events. Therefore, it is important to associate the statuses with the appropriate events. Issue Lifecycle events are defined as follows:
- Creation—The event that marks the creation of an issue. An issue is not necessarily Active when it is Created. Some activity, such as assignment, may have to occur before the issue is considered to be Activate.
- Activation—The event that marks the activation of an issue. Before this event happened, the issue was not considered Active. This event happens once in the lifecycle of an Issue. Activation usually is not undone but it can be undone if an issue goes back to a Pre-Active status; in this case, the system considers the Activation Event as not having occurred and it is erased from the reporting history. An issue is Active from the time it is Activated until reaches Resolution.
- Response—The event that marks an issue as being responded to by an agent in accordance with the Service Level Agreement (SLA). This event happens once in the lifetime of an issue. This event cannot be undone. Transitioning from a Responded status to a not Responded status does not change the fact that the Responded status already happened. An issue is considered Responded to from the time a Response occurs and for all time after that.
- Resolution—The event that marks the resolution of an issue. This even happens once in the lifetime of an issue. This event can be undone if an issue transitions from a resolved status to an unresolved status, in which case the system considers the issue as never had been resolved; the Resolution Event is removed from the reporting history. This is important to note since it may result in different numbers being reported at different times. For example, Executive Dashboard might show 35 issues as resolved the previous month one day, but one of those issues might return to an unresolved status at some point. If the same report is viewed the next day, the number of issues that were resolved in the previous month would show as 34. An issue is not yet Closed when it has been Resolved. Customers may require some additional processing to occur before an issue is Closed.
- Closure—The event that marks the closure of an Issue. This even happens once in the lifetime of an issue. This event is undone when an issue transitions back from the closed status to an unclosed status, in which case the system considers the issue as never had been closed; the Closure Event is removed from the reporting history. As with Resolution, this could result in different numbers showing up in a report at different times.
There are three sections of the Statuses administration page for configuring Issue Lifecycle statuses: