Life of a support ticket
The states of a support ticket: a dot marks where it starts, a diamond the choice by severity, double outlines the two ways it ends. Transitions read event [guard] / action, a reminder loops on its state, and reopening runs back against the flow. The table lists every transition with its parts in columns of their own.
Life of a support ticket
examples/ticket-states.json{
"schemaVersion": 1,
"type": "state",
"title": "Life of a support ticket",
"source": "Support handbook, ticket states",
"width": 900,
"height": 900,
"state": {
"initial": "new",
"states": [
{
"id": "new",
"label": "New"
},
{
"id": "triaged",
"label": "Triaged"
},
{
"id": "severity",
"label": "Severity?",
"kind": "choice"
},
{
"id": "handling",
"label": "Being handled",
"kind": "composite"
},
{
"id": "progress",
"label": "In progress",
"sublabel": "assigned",
"in": "handling"
},
{
"id": "waiting",
"label": "Waiting for customer",
"in": "handling"
},
{
"id": "resolved",
"label": "Resolved"
},
{
"id": "closed",
"label": "Closed",
"final": true
},
{
"id": "rejected",
"label": "Rejected",
"final": true
}
],
"transitions": [
{
"from": "new",
"to": "triaged",
"event": "review"
},
{
"from": "triaged",
"to": "severity",
"event": "classify"
},
{
"from": "severity",
"to": "progress",
"guard": "valid",
"action": "assign"
},
{
"from": "severity",
"to": "rejected",
"guard": "duplicate"
},
{
"from": "progress",
"to": "waiting",
"event": "ask"
},
{
"from": "waiting",
"to": "progress",
"event": "reply"
},
{
"from": "waiting",
"to": "waiting",
"event": "after 3 days",
"action": "remind"
},
{
"from": "progress",
"to": "resolved",
"event": "fix shipped"
},
{
"from": "resolved",
"to": "progress",
"event": "reopen",
"dash": "dashed"
},
{
"from": "resolved",
"to": "closed",
"event": "after 7 days"
}
],
"mainPath": [
"new",
"triaged",
"severity",
"progress",
"resolved",
"closed"
]
}
}Focus
Source: Support handbook, ticket states
Show chart data
| From | Event | Guard | Action | To |
|---|---|---|---|---|
| Start | New | |||
| New | review | Triaged | ||
| Triaged | classify | Severity? | ||
| Severity? | valid | assign | In progress | |
| Severity? | duplicate | Rejected | ||
| In progress | ask | Waiting for customer | ||
| In progress | fix shipped | Resolved | ||
| Waiting for customer | reply | In progress | ||
| Waiting for customer | after 3 days | remind | Waiting for customer | |
| Resolved | reopen | In progress | ||
| Resolved | after 7 days | Closed |