Understanding the ticket lifecycle

Understand how GenAI feedback tickets progress through their lifecycle.

GenAI feedback tickets move through different statuses from submission to closure.

Status flow: Open to In Review to Resolved to Closed (Direct Resolution)

The feedback lifecycle has 7 possible statuses:

Status What it means What happens next
Open User just submitted it. Waiting for admin. Admin starts review.
In Review Admin is investigating. Admin resolves, reports to Infor, or reverts.
Resolved Admin resolved directly. User closes the ticket.
Reported to Infor Admin reported to vendor. Waiting for Infor response. Admin marks Infor resolution.
Resolved - Infor Infor provided resolution. Admin confirmed. User closes the ticket.
Closed User acknowledged admin resolution. Terminal. No further actions.
Closed - Escalated User acknowledged Infor resolution. Terminal. No further actions.

Direct resolution path

  1. User submits feedback. The ticket is created with the status Open.
  2. Admin selects Start Review. The status moves to In Review.
  3. Admin selects Resolve and provides the Resolution Type and Summary. The status moves to Resolved.
  4. User sees the resolution and selects Close. The status moves to Closed, which is a terminal status.

Resolving a ticket directly

  1. Open a ticket with the status In Review.
  2. Select the status selection list, and then select Resolve.
  3. In the dialog box, specify:
    • Resolution Type: Fixed, Not an Issue, Duplicate, By Design, Won't Fix, or Cannot Reproduce.
    • Resolution Summary: Your explanation, which is visible to the user.
  4. Select Submit. The status moves to Resolved. A comment is automatically posted: Resolved: "<summary>".

If the user is not satisfied after closure, they must open a new issue. A new trace is required. The user can reference the previous ticket ID in the Related Issue field.