Status is the lifecycle of the ticket. Snooze is a reminder, not a status.
Change status
Use the status picker on the ticket header. You only see statuses attached to this ticket’s type that are not archived.
Pick the next status
Choose a status in the right category:
- Still working → an in progress status
- Need the customer → waiting on customer
- Need a vendor or another team → on hold
- Done → resolved
Watch the clocks
Moving into resolved sets resolved at and closed at the first time (they are not overwritten on later edits).
What happens under the hood
Each move writes a status log with:
- From status and to status
- Who changed it
- How long the ticket sat in the previous status
Use that log in history when you review dwell time.
Customer replies while waiting
When a ticket sits in waiting on customer and the customer replies, Oration’s engine moves it to the type’s first in-progress status (the default attachment).
Resolved does not auto-reopen on a customer reply. If the issue comes back, move the ticket to in progress yourself (or open a new ticket, if that is your process).
Notifications
If the destination status has notify customer on enter and the ticket is shared, the customer can be notified. On-hold statuses default to silent. See Ticket statuses.
Snooze
Set snoozed until when you should not work the ticket until a date. Snooze does not replace status. A ticket can be in progress and snoozed, or waiting on customer and snoozed.
Clear snooze (set it empty) when you are ready to see it again.
Snooze is for “don’t show this to me until Tuesday.” Status is for “the work is blocked on the customer.” Use both: waiting on customer + snoozed until the date they promised documents.
