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Workflow Steps:
- Customer or a User user reports an Issue.The issue is in 'Unresolved' state now. A user from the issue-handling team will assign it to himself.
- The following actions can be performed on the issue:
- The person working on it can mark the issue resolved. The issue then moves to 'Resolved' state.
- The person responsible for it can put it on 'On Hold' state for reasons like insufficient information, other priorities, etc.
- The issue will move to 'Unresolved' state till it is 'Resolved' by the assignee.
- The added issue goes into the 'Unresolved' state.
- If more information or clarification is needed, it can be put 'On Hold'.
- Once the issue is resolved, it moves into the 'Resolved' state.