Ticket Progress and Workflow Stages

This article details how ticket progress and workflow stages are represented in HaloITSM. These features provide a visual representation of the incident’s status, helping teams understand its current position in the resolution process.

The workflow stages are displayed prominently at the centre of the major incident console. They include stages like Started, Escalated, Diagnosed, Mitigated, and Resolved. Each stage shows the date and time when the incident moved into that stage. To track the incident’s progress, you can click on each stage to view detailed information about the actions taken and any updates made. 

Additionally, you can also click on various workflow stages to move the Major Incident to the right workflow stage. Each workflow stage is time stamped and can retreat and advance to any other stages at any time, ensuring that all relevant parties are informed as the Major Incident evolves. This feature is particularly useful for Major Incidents where understanding the context at a glance, keeping everyone on the same page and ensuring that no steps is crucial in the resolving a Major Incident.