New and reassigned tickets: one triage status or two? (JSM)

[Kent G]

I've been in the business way too long to be asking this question, but I'm in a new role and have some different circumstances than I'm used to dealing with.

I'll keep this simple to start with -- the context is JSM service requests and incidents. Multiple groups working in the same JSM space. And your tickets are using some kind of Group / Team field to designate the group to which a ticket is currently assigned.

Do you use one status for both "brand-new" tickets and existing tickets that have been "reassigned to a new group" -- or two separate statuses?

One status feels cleaner -- something like "In Triage" -- a new ticket lands in it and an in-progress ticket that gets reassigned to a different group goes back to it. It's the same state conceptually (sitting in a queue waiting for assignment).

Or are there legit reasons for two statuses like "New" and "Awaiting Reassignment" that should be taken into consideration?

[Fabian Lim]

Hi @Kent G

I always try to keep it to less statuses as possible, so I would prefer just one. However, I've worked with clients who want to track a separate status, so it would also depend on the reporting needs as you build your workflow.  

Regards,

Fabian