These are often designed to prevent mistakes, but I've found that they often add too many steps to the process, which people eventually ignore.
With PMRobot, we decided to go a different direction, and limit ticket states to:
- Open - There is work remaining
- Resolved - The person who did the work believes it is completed
- Closed - The person who submitted the ticket confirms it is completed
- Blocked - Work cannot continue due to an external factor (used sparingly)
There are a few common states we decided to leave out since we didn't feel they added sufficient value. Here's why:
New: This is an an open, unassigned ticket. Why add an extra step?
Accepted: This isn't much different than an open, assigned ticket. Again, we don't see a lot of value in adding this extra step.
In progress: This is a useful state to have, but often isn't used correctly. People often mark ticket in progress and then forget about them. Instead, we tend to use time logs and auto-scrum to track what is currently being worked on.
Reopened: This doesn't seem to add much value over the 'open' state. We track and display the number of times a ticket has been reopened, but don't feel it requires a separate state.
What about your process? Do you use states I haven't listed here? Tell us about your experience with ticket workflow.