Summary
When you contact Information Technology Services (ITS) or submit a request, your ticket moves through several statuses as it is reviewed, worked, and completed. These statuses help show where your request is in the process and what is currently happening behind the scenes.
This article explains what each status means so you know what to expect at every stage.
In most cases, tickets move directly from New to In Process to Closed.
Who This Article Is For
This article is for all Gwinnett County employees who submit ITS requests or report issues through the Client Portal, email, or phone.
Ticket Statuses Explained
New
This status means your request has successfully entered the system but has not yet been reviewed by the ITS team.
At this stage, it has not been triaged, assigned, or actively worked. It is essentially in the queue waiting to be picked up.
In Process
This status means your request has been reviewed and is actively being worked by ITS.
Someone has ownership of the ticket, and progress is being made. Depending on the request, this may involve troubleshooting, coordination with other teams, or preparing required resources.
Pending Approval
Some requests require approval before work can begin. This status means the request is waiting for one or more approvals to be completed.
Once all required approvals are received, the request will move forward into active work.
On Hold – Waiting For User
This status means ITS needs additional information or action from you before work can continue.
Common examples include needing clarification, confirmation, screenshots, or access to your device. As soon as the requested information is provided, the ticket will be resumed.
On Hold – Other
This status means work is temporarily paused for reasons outside your control.
Examples include waiting on a vendor, waiting for replacement equipment, pending system changes, or other external dependencies. The request is still being tracked and will continue once the blocker is resolved.
Closed
This status means all work on the request or issue has been completed.
For incidents, this indicates that service has been restored. For service requests, this means everything requested has been delivered.
If something still does not seem right after a ticket is closed, the best next step is to call the ITS Service Desk for immediate assistance.
Cancelled
This status is used when a ticket is closed for administrative reasons rather than completion of work.
Examples include duplicate submissions, test tickets, requests submitted using the wrong form, or requests that are no longer needed.
Need Help?
If you are unsure why your ticket is in a certain status or have questions about what happens next, call the ITS Service Desk.