Knowledge Base Help Center
Understand Rocketship Ticket Statuses
When using Rocketship, your helpdesk team will be using some Ticket Statuses you are not familiar with. In this KB article, we’ll discuss each.
Required Statuses
The following statuses are required by Rocketship and will always be present, although your site admin may use a different, but related, name for the actual Ticket Status. You will never manually set these statuses — Rocketship will do this for you.
| Used By | Ticket Status | Recommended SLA Event | Purpose |
| -all- | Needs Help | -none- | Rocketship has failed an action; needs manager help |
| SmartDispatch | Escalated | First Response | SmartDispatch has dispatched/escalated a ticket to a Resource |
| SmartWorkQ | Scheduled Next Activity | Resolution Plan | SmartWorkQ has scheduled a Next Activity (aka Flex Event) |
| SmartWorkQ | Scheduled Remote | Resolution Plan | SmartWorkQ has scheduled a Fixed Appointment as a phone call |
| SmartWorkQ | Scheduled Onsite | Resolution Plan | SmartWorkQ has scheduled a Fixed Appointment as an onsite |
Optional Statuses
The following statuses are optional for Rocketship and used by site admins to drive additional behavior by Rocketship. You may set these statuses at times, although most often the Ticket Status is configured by your site admin to be set by an Autotask Workflow Rule (WFR).
| Used By | Ticket Status | Recommended SLA Event | Purpose |
| SmartDispatch | Auto Escalate | -none- | Used by sites to enable auto-escalation of tickets; requires additional configuration in Rocketship |
| SmartWorkQ | Auto Schedule | -none- | Used by sites to enable auto-scheduling of tickets/tasks; requires additional configuration in Rocketship |
