Tickets
First, let's have a quick recap of FCOS Tickets.
Having a ticket or issue tracking system is just as important to us as it is to you. The ability to track bugs or isolated incidents that (you) the users of FranchiCzar OS allows the FCOS team's response to be expedient and direct. We respond directly to the ticket's (you) submitter and are able to pull in resources to respond to your needs.
Ticket Statuses
Now, let's get into the various statuses a ticket might have and what they mean. There are two types of tickets, "Public" and "Private". The tables below outline the status of both Public and Private ticket statuses.
Public Tickets
Public Tickets, usually cover a more broad topic or feature requests and are voted on by all affected parties to help us determine when and where to place in the queue, for work.
| Status | Description |
|---|---|
| New | Indicates a newly submitted ticket |
| In Review | Indicates ticket's content/request is under review |
| Planned | Indicates ticket's request is accepted and action is planned |
| In Progress | Indicates a "planned" ticket is being worked on |
| Completed | Indicates that ticket's request is finished |
| Closed | Indicates the ticket's work is successfully deployed/resolved or requires no further action |
Private Tickets
Generally, Private Tickets are support requests having to deal with an individual level.
| Status | Description |
|---|---|
| Open/Hold | Indicates a newly submitted ticket / "hold" indicates information is pending from a 3rd party/vendor |
| Open | Indicates ticket is being worked on |
| Pending | Indicates the ticket is in the queue but awaiting feedback (from Franchisee) |
| Hold | Indicates the ticket is on deck and further communications will come as details are outlined |
| Closed | Indicates the ticket requires no further action |
| Solved | Indicates the request is resolved |