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Ticket Status Workflow

This document outlines the workflow of a ticket status in the PGOS Ticketing System. Understanding this workflow will help you manage tickets efficiently from submission to fixed.

Workflow Overview​

stateDiagram-v2 [*] --> Opened: User Submits Ticket Opened --> InProgress: Assigned to PGOS Developers InProgress --> Answered: PGOS Developers Provide a Solution Opened --> OnHold: PGOS Team Investigating OnHold --> InProgress: PGOS Team begin to operate Answered --> Closed: User Closes Ticket Answered --> InProgress: User Responds Closed --> [*]

  1. Opened

    • Submits Ticket: when you submit a new ticket and the PGOS team doesn't look into it yet, the ticket is marked as "Opened."
    • Provides Additional Information: If necessary, you can add more details to the ticket while it is still in the "Opened" status.

  2. In Progress

    • Assigned to PGOS Developers: Once it is assigned to a support specialist, the ticket status changes to "In Progress."
    • Fixed and waiting for the release: PGOS fixed issues and will arrange a sprint or hotfix to the game.
    • Provides Additional Information: You can continue to add information if required.
    • Specialist Updates Status: The specialist may update the ticket status and add progress notes.

  3. On hold:

    • Reproducing: PGOS is trying to reproduce the issue.
    • Digging out the root cause: PGOS needs more time to dig out the root cause.

  4. Answered

    • Specialist Provides Solution: When a specialist offers a solution, the ticket status changes to "Answered."
    • User Responds: If you have further questions or need clarification, the ticket can be moved back to "In Progress."

  5. Closed

    • Issue Resolved: When you verify the solution and confirm it is fixed, you can close the ticket.