> For the complete documentation index, see [llms.txt](https://athome-1.gitbook.io/athome-docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://athome-1.gitbook.io/athome-docs/assistance/tickets/ticketlifecycle.md).

# Ticket life cycle

Ticket life cycle is defined at *profile* level in a [life cycle matrix](/athome-docs/administration/profiles/lifecyclematrix.md). To display a life cycle and modify it, it is therefore done in profile management form (menu **Administration > Profiles**).

## Ticket types

GLPI tickets are either incidents or requests, this type being stored in field *Type* of the ticket. This type field allows to perform actions based on ticket type (see [business rules for tickets modification and assignment](/athome-docs/administration/rules/ticketbusinessrules.md), [ticket templates](/athome-docs/setup/notifications/templates.md) and [problem management](/athome-docs/assistance/problems.md)) and to customize the list of available categories.

## Status

ITIL defines a standard for ticket status life cycle. This status life cycle is implemented in GLPI by defining the following status:

* New
* Approval
* Processing (assigned)
* Processing (planned)
* Pending
* Solved
* Closed

These status can neither be parameterized nor modified.

{% hint style="info" %}
It is therefore possible to hide some status according to profile (see [Life cycle matrix](/athome-docs/administration/profiles/lifecyclematrix.md)).
{% endhint %}

To go further in status management, refer to [ticket templates](/athome-docs/setup/notifications/templates.md) and [business rules for tickets modification and assignment](/athome-docs/administration/rules/ticketbusinessrules.md).

## Scheduling

Ticket scheduling is done according to data provided by the requester and the technician:

* Requester defines urgency
* Technician appreciates the impact

Priority results from these two values. It is computed automatically using a matrix and provides the true importance of the ticket.

{% hint style="info" %}
To go further on this matrix configuration, see [Define the matrix of calculus for priority](/athome-docs/assistance/prioritymatrix.md).
{% endhint %}

## Management rules

The ticket status follows the following process:

* Upon creation, the ticket has status **New;**
* When a technician assigns ticket processing to a group, a technician or a supplier, the ticket goes to status **Processing (assigned);**
* When a new task is added to the ticket and is planned, ticket status become then **Processing;(planned)**
* When a solution is found for the ticket, its status become **Solved;**
* At last, then requester or writer validates the proposed solution, the ticket status is **Closed;**

{% hint style="info" %}

* Technician can change ticket status at every moment, in particular to put the ticket to **Pending** (it is also possible to set up [pending reasons](/athome-docs/assistance/tabs/pending-reason.md)). Following ITIL recommendations, a ticket must be made **Pending** only by the requester, for example if request is not complete or if requester is not available for an intervention
* Requester can delete the ticket as long as the ticket status is **New** and no action has been done on the ticket
  {% endhint %}