Substatus was created to allow our clients to assign a level of priority to their issues. Internally, we can also change these levels whenever we update issues, so it is quite useful!
Some of the levels are self-explanatory. But the thought process behind the others might need a little explaining. Here is a list of the substatus levels:
?Awaiting Client Response
?Ready to Close
Critical, High, Medium, and Low: Fairly straight-forward. Denotes the level of urgency.
Awaiting Client Response: When you've responded to an issue, and are simply waiting for the client to reply.
Testing (Client): Similar to the last one, but it reminds the client that they have to do some testing.
Ready to Close: Obviously, this issue can be closed.
Reviewing (Staff): This is helpful when you are reviewing your list of issues, to remind you that you are still handling this issue.
On Hold: For whatever reason, either the client or someone from Open Door has put this issue on hold.
Hopefully this makes the HelpDesk a little easier to use. If you have any suggestions, just let us know.