> ## Documentation Index
> Fetch the complete documentation index at: https://docs.oration.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Change status and snooze

> Move a ticket through submitted, in progress, waiting, hold, and resolved. Snooze it when you should not see it until a later time.

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**.

<Steps>
  <Step title="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**
  </Step>

  <Step title="Watch the clocks">
    Moving into **resolved** sets **resolved at** and **closed at** the first time (they are not overwritten on later edits).
  </Step>
</Steps>

If the picker rejects a status, it is not attached to this type. Attach it in [type statuses](/guides/tickets/types/statuses).

## 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](/guides/tickets/working/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](/guides/tickets/statuses/overview).

## 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.

<Tip>
  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.
</Tip>