Skip to content
English
Do you need help? Customer portal
neowit.io
  • There are no suggestions because the search field is empty.

Tickets - State and transitions

Tickets live in one of three states: Open, In Progress, Resolved. Five buttons move them around. Every transition is an event on the timeline. For operators learning the workflow buttons.

The three states

  • Open — fresh ticket, no one has explicitly taken it. Default state when the health monitor or a workflow opens one.
  • In Progress — someone has clicked Start. Signals "an agent is working on this" to other operators and triggers the Ticket Started workflow if you have one wired.
  • Resolved — closed. Health-monitor tickets auto-resolve when the subject recovers (after the resolve debounce); user / workflow tickets resolve when an operator clicks Resolve or a workflow's Resolve Ticket action runs.

Note: A future round will add a Pending state (waiting on someone) and a terminal Closed state for tighter alignment with Zendesk / ServiceNow / Jira Service Management. Until then, the three states above cover every transition.

The buttons

From state Button Goes to Notes
Open Start In Progress Fires the Ticket Started trigger.
In Progress Move to Open Open Undoes an accidental Start. No trigger fires — workflows don't re-page on an undo.
Open Resolve Resolved Fires Ticket Resolved. The health monitor may reopen the same ticket if the subject is still unhealthy.
In Progress Resolve Resolved Same as above.
Resolved Reopen Open User-driven undo of Resolve. Bypasses the reopen window. Fires Ticket Reopened.
any Add comment (no state change) Appends a Comment entry to the timeline. Allowed in every state, including Resolved (post-mortem notes).

 

The Update ticket section on an Open ticket. Buttons visible: Add comment (outlined), Start (contained, primary). The Resolve action sits inside the More-actions chevron menu next to Start.

Double-clicks and races are safe

Clicking Start twice produces one timeline entry, one state change. Clicking Resolve on a ticket someone else just resolved exits quietly without another entry. Mobile flakiness and double-taps don't put the ticket into an inconsistent state.

Comment-alongside-a-state-change is two steps

When you type a note into the editor and click Start / Resolve / Reopen, the UI appends the comment first and then applies the state change. So if the state change fails (rare, but possible — for example a race with another operator who just resolved the same ticket), the typed comment is preserved on the timeline and you can retry the state change.

The auto-reopen window

If a health-monitor-opened ticket is resolved and the same subject goes unhealthy again inside the reopen window (default 60 minutes — configurable per org), the original ticket reopens with a Reopened entry on the timeline. Outside the window, a new ticket fires instead. The previous resolution stays in the history.

User-clicked Reopen ignores the window — you explicitly said "this is the same incident."

Why a button is missing

If you don't see Start / Resolve / Reopen, your account doesn't have permission to change ticket state in this organization. Ask whoever administers Neowit for your org.

If you see Start but no Resolve, the ticket is already Resolved and you're looking at a stale page. Refresh and the buttons will update.

Related