> For the complete documentation index, see [llms.txt](https://docs.infraon.io/product-help/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.infraon.io/product-help/explore-more/use-cases/ticket-management/ticket-resolution.md).
# Ticket Resolution
This guide outlines a technician or engineer's process for working on a ticket, from creation to resolution. Tickets follow a specific workflow, which are the steps or guidelines to follow when resolving a ticket, request, or problem.
{% hint style="info" %}
**NOTE:** This demonstration will outline a default ticket workflow process implemented in Infraon Infinity. A comprehensive understanding can be gained by exploring the **“Ticket Workflow”** module under **“Infraon Configuration -> Infraon Automation -> Workflow -> Ticket.”**
{% endhint %}
## Ticket Workflow
When a new ticket is generated within the system, its lifecycle is initiated in the **“Open and New”** state.
An automated email acknowledging ticket creation is sent to the end user. Email content can be customized using available macros.
The ticket status is updated to **“Open-Responded,”** signifying the commencement of technician involvement.
The ticket transitions to the **“In-Progress Analysis”** state. This phase may include sub-statuses like **“In-Progress Escalated”** for elevated issues.
If the end user is required to provide additional information, the ticket can be placed on hold in the **“Pending for User Input”** state. SLA timers are paused during this phase.
Once a solution is determined, the ticket status is changed to **“Resolved and Waiting for Closure.”**
An email is sent to relevant parties informing them of the ticket resolution, including a summary and solution details.
The ticket is officially closed upon confirmation from the end-user.
The ticket will be automatically closed if there is no response from the end user within a specified timeframe.
This outlines the standard ticket workflow. The following sections will detail how this workflow is implemented within the tool and technicians' specific actions when assigned a ticket.
## Ticket Handling
Whenever a new ticket is generated, it is assigned to the technician based on predefined rules or manual allocation.
Essential ticket details, including the end-user, are populated. The ticket's initial status is then set to **“New and Open.”**
Upon acknowledging the ticket, the technician changes its status to **“In-Progress Analysis.”**
As the investigation progresses, the ticket status is updated accordingly. If additional information is required from the end user, the status is changed to **“Pending for User Input.”**
In case of escalation, the status is updated to **“Escalated.”**
Once a solution is determined, the ticket is marked as **“Resolved and Waiting for Closure.”**
The end user is then presented with options to close or reopen the ticket.
Upon closure confirmation from the end user or system timeout,
the ticket is finalized with a closing note.
This concludes the overview of a technician's workflow when handling an assigned ticket.
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When a new ticket is generated within the system, its lifecycle is initiated in the **“Open and New”** state.
An automated email acknowledging ticket creation is sent to the end user. Email content can be customized using available macros.
The ticket status is updated to **“Open-Responded,”** signifying the commencement of technician involvement.
The ticket transitions to the **“In-Progress Analysis”** state. This phase may include sub-statuses like **“In-Progress Escalated”** for elevated issues.
If the end user is required to provide additional information, the ticket can be placed on hold in the **“Pending for User Input”** state. SLA timers are paused during this phase.
Once a solution is determined, the ticket status is changed to **“Resolved and Waiting for Closure.”**
An email is sent to relevant parties informing them of the ticket resolution, including a summary and solution details.
The ticket is officially closed upon confirmation from the end-user.
The ticket will be automatically closed if there is no response from the end user within a specified timeframe.
This outlines the standard ticket workflow. The following sections will detail how this workflow is implemented within the tool and technicians' specific actions when assigned a ticket.
## Ticket Handling
Whenever a new ticket is generated, it is assigned to the technician based on predefined rules or manual allocation.
Essential ticket details, including the end-user, are populated. The ticket's initial status is then set to **“New and Open.”**
