---
type: concept
title: Ticket Statuses
tags: [workflow, support, lifecycle]
related: [ticketsystem]
created: 2026-07-01
updated: 2026-07-01
sources: ["output/rz_uni_greifswald_de_dienste_webdienste_groupware_module_ticketsystem.md"]
---

# Ticket Statuses

**Ticket Statuses** define the lifecycle of a support request within the [[ticketsystem]]. These statuses provide transparency to the user and manage the automated behavior of the support platform.

## Status Definitions

| Status | Meaning |
|---|---|
| **Offen (Open)** | The ticket has been created but not yet picked up by a support staff member. |
| **In Bearbeitung (In Progress)** | A staff member is actively working on the request. |
| **Geschlossen (Closed)** | The request is considered resolved or completed. |
| **Wartend (Waiting)** | The ticket is on hold. |

## The "Waiting" Logic and Auto-Closure
A critical operational feature of the system is the automatic closure of inactive tickets. 

- **Standard Behavior**: If no response is provided by the user for **7 days**, the system automatically marks the ticket as **Closed**.
- **Waiting Status**: When a ticket is set to **Wartend (Waiting)**, this 7-day automatic closure timer is suspended. This is typically used when the support staff is waiting for external information or a specific event, ensuring the ticket remains open despite user inactivity.
