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Status is the lifecycle of the ticket. Snooze is a reminder, not a status.

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Change status

Use the status picker on the ticket header. You only see statuses attached to this ticket’s type that are not archived.
1

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
2

Watch the clocks

Moving into resolved sets resolved at and closed at the first time (they are not overwritten on later edits).
If the picker rejects a status, it is not attached to this type. Attach it in type statuses.

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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.

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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).

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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.

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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.