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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.

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Lifecycle stages

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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

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Status transitions

  • New → Open
  • Open → Assigned
  • Assigned → In progress
  • In progress → Resolved
  • Resolved → Closed
  • Any → Pending
  • Pending → Previous status
  • Any → Escalated
  • Any → On hold
  • Reopening closed tickets
  • Escalation paths
  • Transfer workflows
  • Archival process

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Status management

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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

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Status rules

1

Transition rules

  • Valid status changes
  • Required fields
  • Automation triggers
  • Notification rules
2

SLA impact

  • Pause conditions
  • Resume triggers
  • Breach calculations
  • Priority adjustments
3

Automation

  • Auto-assignment
  • Status updates
  • Notifications
  • Escalations

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API endpoints

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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.

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Available operations

# 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
# 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

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Escalation request example

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

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Reassignment request example

{
  "teamId": "team_123",
  "reassignmentReason": "Specialized team required"
}
For detailed API specifications, see:

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Best practices

1

Status updates

  • Keep statuses current
  • Add clear comments
  • Follow defined flows
  • Consider notifications
2

Transition management

  • Validate transitions
  • Check requirements
  • Update related items
  • Maintain history
3

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