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Ticket traffic light colors

Tickets
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On almost every place in the UI where a ticket is shown you will see a colored circle. The color shows if the ticket needs particular attention not:

  1. Orange
    – Ticket is created, somebody needs to work on it
    – Pending reminder of ticket has been reached, somebody needs to work on it
  2. Red
    – Ticket is escalated, somebody needs to work immediately on this ticket to cancel escalation state (e. g.
    needs to send out a customer response or set the ticket to pending reminder until somebody can solve the
    ticket)
  3. Green
    – Ticket is closed, no further action/attention needed
  4. Dark gray
    – Pending reminder or pending close is set but not yet reached, no further action/attention needed right now.