When you submit an IT support request, it moves through different statuses. These statuses show where your request is in the process and whether any action is needed from you.
Ticket Status Reference
| Ticket Status |
What This Means |
What Is Happening |
What You Need to Do |
| New |
Your request was received |
The ticket is waiting to be reviewed by our team |
Nothing |
| Open |
Your request is acknowledged |
The ticket is queued for work, but active work may not have started |
Nothing |
| In Process |
Work has started |
A technician is actively working on your request |
Nothing unless contacted |
| Waiting for Client |
We need more information from you or another department |
Work is paused until a reply is receieved |
Reply to the ticket email with the requested details |
| On Hold |
Work is temporarily paused |
Waiting on a system change, vendor, or another team |
Nothing |
| Resolved |
A solution has been applied |
The issue is believed to be fixed |
Review the solution and reply if the issue is not resolved |
| Closed |
The request is finished |
The ticket is finalized and no further work will occur |
Nothing |
| Cancelled |
The request is no longer needed |
The ticket was withdrawn or stopped |
Nothing |
Important Notes
- Ticket updates are sent by email. Check your junk folder if you do not see them.
- Replying to a ticket email is the fastest way to provide information or reopen a resolved issue.
- Some requests may move through the same status more than once depending on the situation.
Additional Support
For further assistance with IT support requests, visit the IT Services Portal Support Page.
https://www.tru.ca/itsportal