Lifecycle

The ticket lifecycle in the Thena Platform represents the complete journey of a ticket from creation to resolution. Understanding this lifecycle is crucial for effective ticket management and process optimization.

Each stage in the ticket lifecycle can trigger specific actions, notifications, and SLA calculations. The lifecycle can be customized to match your business processes.

Lifecycle stages

Core stages

Initial stages

• Open: Under review
• In progress: Being worked on
• On hold: Temporarily paused

Resolution stages

• Resolved: Solution provided
• Pending: Awaiting response
• Closed: Completed
• Archived: Historical record

Status transitions

Standard flow

New → Open
Open → Assigned
Assigned → In progress
In progress → Resolved
Resolved → Closed

Alternative paths

Any → Pending
Pending → Previous status
Any → Escalated
Any → On hold

Special transitions

Reopening closed tickets
Escalation paths
Transfer workflows
Archival process

Status management

Status types

Active statuses

• New: Initial state
• Open: Being processed
• In progress: Under work
• Escalated: Elevated priority

Inactive statuses

• On hold: Temporarily paused
• Pending: Awaiting input
• Closed: Work completed
• Archived: Historical record

Status rules

Transition rules

Valid status changes
Required fields
Automation triggers
Notification rules

SLA impact

Pause conditions
Resume triggers
Breach calculations
Priority adjustments

Automation

Auto-assignment
Status updates
Notifications
Escalations

API endpoints

Sample status update

{
  "status": "IN_PROGRESS",
  "comment": "Starting work on this issue",
  "notifyCustomer": true
}

Status updates can trigger various system actions including SLA calculations, notifications, and workflow automations.

Available operations

Status management

# Update ticket status
PATCH /v1/tickets/{id}
Content-Type: application/json

# Get ticket details including status
GET /v1/tickets/{id}

All endpoints require authentication and appropriate permissions.

For detailed API specifications, see Update a Ticket

Additional operations

# Escalate a ticket
POST /v1/tickets/{id}/escalate
Content-Type: application/json

# Archive a ticket
POST /v1/tickets/{id}/archive
Content-Type: application/json

# Reassign ticket to a team
POST /v1/tickets/{id}/reassign-team
Content-Type: application/json

Escalation request example

{
  "escalationReason": "SLA breach imminent",
  "priority": "HIGH"
}

Reassignment request example

{
  "teamId": "team_123",
  "reassignmentReason": "Specialized team required"
}

For detailed API specifications, see:

Best practices

Status updates

Keep statuses current
Add clear comments
Follow defined flows
Consider notifications

Transition management

Validate transitions
Check requirements
Update related items
Maintain history

Process optimization

Monitor bottlenecks
Track time in status
Analyze patterns
Improve workflows

Overview

Understand ticket basics

Status

Configure ticket statuses

SLA

Manage SLA policies

Automation

Set up workflow automation

Introduction

Core concepts

Apps framework

Platform events

Lifecycle stages

Core stages

Initial stages

Resolution stages

Status transitions

Status management

Status types

Active statuses

Inactive statuses

Status rules

API endpoints

Sample status update

Available operations

Escalation request example

Reassignment request example

Best practices

Overview

Status

SLA

Automation

​Lifecycle stages

​Core stages

Initial stages

Resolution stages

​Status transitions

​Status management

​Status types

Active statuses

Inactive statuses

​Status rules

​API endpoints

​Sample status update

​Available operations

​Escalation request example

​Reassignment request example

​Best practices

​Related resources

Overview

Status

SLA

Automation

Lifecycle stages

Core stages

Status transitions

Status management

Status types

Status rules

API endpoints

Sample status update

Available operations

Escalation request example

Reassignment request example

Best practices

Related resources