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