> ## Documentation Index
> Fetch the complete documentation index at: https://docs.thena.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Lifecycle

> Understanding the ticket lifecycle and status transitions in the Thena platform

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.

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

## Lifecycle stages

### Core stages

<CardGroup cols={2}>
  <Card title="Initial stages" icon="play">
    • Open: Under review <br />
    • In progress: Being worked on <br />
    • On hold: Temporarily paused
  </Card>

  <Card title="Resolution stages" icon="flag-checkered">
    • Resolved: Solution provided <br />
    • Pending: Awaiting response <br />
    • Closed: Completed <br />
    • Archived: Historical record
  </Card>
</CardGroup>

### Status transitions

<AccordionGroup>
  <Accordion title="Standard flow" icon="arrow-right">
    * New → Open
    * Open → Assigned
    * Assigned → In progress
    * In progress → Resolved
    * Resolved → Closed
  </Accordion>

  <Accordion title="Alternative paths" icon="arrows-split-up-and-left">
    * Any → Pending
    * Pending → Previous status
    * Any → Escalated
    * Any → On hold
  </Accordion>

  <Accordion title="Special transitions" icon="diamond-turn-right">
    * Reopening closed tickets
    * Escalation paths
    * Transfer workflows
    * Archival process
  </Accordion>
</AccordionGroup>

## Status management

### Status types

<CardGroup cols={2}>
  <Card title="Active statuses" icon="circle-play">
    • New: Initial state <br />
    • Open: Being processed <br />
    • In progress: Under work <br />
    • Escalated: Elevated priority
  </Card>

  <Card title="Inactive statuses" icon="circle-stop">
    • On hold: Temporarily paused <br />
    • Pending: Awaiting input <br />
    • Closed: Work completed <br />
    • Archived: Historical record
  </Card>
</CardGroup>

### Status rules

<Steps>
  <Step title="Transition rules">
    * Valid status changes
    * Required fields
    * Automation triggers
    * Notification rules
  </Step>

  <Step title="SLA impact">
    * Pause conditions
    * Resume triggers
    * Breach calculations
    * Priority adjustments
  </Step>

  <Step title="Automation">
    * Auto-assignment
    * Status updates
    * Notifications
    * Escalations
  </Step>
</Steps>

## API endpoints

### Sample status update

```json theme={null}
{
  "status": "IN_PROGRESS",
  "comment": "Starting work on this issue",
  "notifyCustomer": true
}
```

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

### Available operations

<Accordion title="Status management" icon="ticket">
  ```bash theme={null}
  # Update ticket status
  PATCH /v1/tickets/{id}
  Content-Type: application/json

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

  <Note>
    All endpoints require authentication and appropriate permissions.
  </Note>

  For detailed API specifications, see <a href="/api-reference/platform/tickets/update-a-ticket" target="_blank">Update a Ticket</a>
</Accordion>

<Accordion title="Additional operations" icon="gears">
  ```bash theme={null}
  # 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

  ```json theme={null}
  {
    "escalationReason": "SLA breach imminent",
    "priority": "HIGH"
  }
  ```

  #### Reassignment request example

  ```json theme={null}
  {
    "teamId": "team_123",
    "reassignmentReason": "Specialized team required"
  }
  ```

  For detailed API specifications, see:

  * <a href="/api-reference/platform/tickets/escalate-a-ticket" target="_blank">Escalate a Ticket</a>
  * <a href="/api-reference/platform/tickets/archive-a-ticket" target="_blank">Archive a Ticket</a>
  * <a href="/api-reference/platform/tickets/reassign-a-ticket-to-a-team" target="_blank">Reassign a Ticket</a>
</Accordion>

## Best practices

<Steps>
  <Step title="Status updates">
    * Keep statuses current
    * Add clear comments
    * Follow defined flows
    * Consider notifications
  </Step>

  <Step title="Transition management">
    * Validate transitions
    * Check requirements
    * Update related items
    * Maintain history
  </Step>

  <Step title="Process optimization">
    * Monitor bottlenecks
    * Track time in status
    * Analyze patterns
    * Improve workflows
  </Step>
</Steps>

## Related resources

<CardGroup cols={2}>
  <Card title="Overview" icon="ticket" href="/platform/core-concepts/tickets/overview">
    Understand ticket basics
  </Card>

  <Card title="Status" icon="circle-check" href="/platform/core-concepts/tickets/status">
    Configure ticket statuses
  </Card>

  <Card title="SLA" icon="stopwatch" href="/platform/core-concepts/tickets/sla">
    Manage SLA policies
  </Card>

  <Card title="Automation" icon="robot" href="/platform/core-concepts/tickets/automation">
    Set up workflow automation
  </Card>
</CardGroup>