Skip to content
English - United Kingdom
More support Customer Portal
Raise a ticket
  • There are no suggestions because the search field is empty.

Ticket Labels and What They Mean

No recent searches

    Popular Articles

            Sorry! nothing found for

            Important Labels When Reviewing Your Ticket and What They Mean

            Modified on Mon, 26 Oct, 2020 at 1:24 PM

            We know how important it is to understand how quickly your query will be dealt with and what status it is at. 


            These two labels are the ones to look out for when reviewing your ticket, in addition to any notes or updates from our helpdesk agents. We have added explanations to each label to help you understand what each of them means.


            Priority

            By completing the relevant questions in the ticket form, the Helpdesk system will automatically assign the priority as follows:


            Tables can't be imported directly. Please insert an image of your table which can be found here.

            Urgent:Defined as an outage preventing access to JobtrainHigh:Defined as a significant fault or problem preventing completion of the recruitment processMed: Defined as a minor fault or problem that doesn't prevent completion of the recruitment processLow:Not issues, but  user guidance, access requests, change requests and questions

             

            Status

            These statuses typically are used during the diagnosis phase, or after Jobtrain has responded:


            Tables can't be imported directly. Please insert an image of your table which can be found here.

            OpenWaiting on RequesterWaiting on Third Party

            These statuses become relevant if we need to perform a further task for you, usually by our technical department, such as an activation, fix, or config. change request.


            Open - Service Task Scheduled Open - Service Task Actioned - Awaiting Deployment   Open - Service Task Deployed - Awaiting Testing  Open - Service Task Approved for Closure

            In either case, if we believe the ticket is resolved it will show this status and will be accompanied by a message from us in the ticket thread:


            This ticket has been Resolved

            And then moved to this status:


            Closed

            Was this article helpful?

            That’s Great!

            Thank you for your feedback

            Sorry! We couldn't be helpful

            Thank you for your feedback

            Let us know how can we improve this article!

            Feedback sent

            We appreciate your effort and will try to fix the article

            X