Suggestions for a Pre-Resolved Status

[Guy Renko]

For recent requests, we'd prefer if customers add a comment to the previously resolved request however some (all) customers have trouble remembering how to view "Closed" requests in the customer portal. 

We're hoping we can set a pre-Resolved status for requests that may require a confirmation or a grace period so customers still see the Request as open but we're not sure what it should be named or even if it should be a "To Do" Status Category or an "In Progress" Status Category.  

We've set the pre-Resolved status, currently named "Testing", to pause the SLA and an Automation to transition to Resolved if the request has no comments in X days.

I tried to set direct transitions between statuses, but everyone kept asking for a way to move to additional statuses so now most of the statuses have a global transition, but they are conditional. No statuses show during the Waiting for Approval status and only Reopen shows when the ticket is Resolved/Canceled and I set the ops-sequence properties to show some coherent order or statuses in the Request dropdown.

Hoping for some suggestions on what to call this pre-Resolved status, currently named "Testing", and if there are any other settings we should consider.

[Joe Pitt]

It looks like you want the customers to comment on the issue.

What are you going to do if it is a negative comment? Will you reopen it? If it's a positive comment you can then resolve and close the issue.

If that is the case you I suggest you create two transitions:

one, Named Customer Accepts and have a field 'Customer Comment' that is required that sets the resolution and closes the issue, and

two, Named Customer Doesn't Accept, and require the same Customer Comment' field and have it reopen the issue. 

[Guy Renko]

Thank you for the suggestion but I don’t suspect that customers will let us know if anything is working fine. Only if something is not working. 

I even set this Testing status to automatically transition to Resolved if there are no updates (comments or field changes) to the Request for three days. 

Definately though not loving “Testing”. 

In Review?

Finalizing?

Complete?