Ticket Statuses
Understand and manage the lifecycle of a ticket
1. Overview
Ticket statuses show the current state of work.
Statuses help users understand:
- what is happening
- what is blocked
- what still needs action
- whether work is complete
Keeping statuses accurate is one of the most important parts of maintaining a reliable Otto system.
2. Recommended Approach: Use the Assistant
The fastest and preferred way to update ticket statuses is to message the Assistant.
Examples:
- “Mark the generator ticket as waiting on parts”
- “Move the HVAC issue to In Progress”
- “Resolve the pool maintenance ticket”
The Assistant can:
- update statuses
- add notes alongside status changes
- help summarize work progress
👉 See: Using the Assistant
3. Why Statuses Matter
Statuses are not just labels.
They help:
- teams understand ownership and progress
- managers understand workload
- users know whether action is needed
- the Assistant understand operational state
A ticket with the wrong status creates confusion and weakens trust in the system.
4. Available Ticket Statuses
Created
Meaning
The ticket has been opened, but no one has interacted with or updated it yet.
Typical Use
- newly reported issue
- awaiting review
- awaiting assignment
Important Behavior
A ticket automatically changes from Created to In Progress when someone edits it.
This means a ticket may move to In Progress as soon as a user updates details, adds information, or otherwise interacts with the ticket.
Example
“New plumbing leak reported in guest bathroom.”
Best Practice
Use Created to identify tickets that are truly new and untouched.
Once a ticket has been edited, it should generally be treated as active work.
In Progress
Meaning
The ticket has been interacted with or work has begun.
A ticket may enter In Progress automatically when someone edits it.
Typical Use
- someone has reviewed or updated the ticket
- troubleshooting has started
- technician assigned
- repairs in progress
Example
“Electrician updated the generator ticket and began diagnosing the issue.”
Best Practice
Do not rely on In Progress to mean physical work is actively happening. It may also mean the ticket has been reviewed, edited, or updated.
Waiting On User
Meaning
Work is paused because additional information or action is needed from a user.
Typical Use
- waiting for approval
- waiting for clarification
- waiting for access or confirmation
Example
“Need confirmation before ordering replacement part.”
Best Practice
Add a note explaining:
- what is needed
- who is expected to respond
Waiting On Parts
Meaning
Work cannot continue until parts or materials arrive.
Typical Use
- replacement part ordered
- delivery pending
Example
“Replacement capacitor ordered. Expected delivery Thursday.”
Best Practice
Always include:
- what part is pending
- expected timeline if known
Waiting On Scheduled Appointment
Meaning
Work is waiting for a scheduled vendor visit, meeting, or appointment.
Typical Use
- technician scheduled
- inspection scheduled
- vendor visit planned
Example
“Pool technician scheduled for Tuesday at 9 AM.”
Best Practice
Add the appointment details in the ticket notes.
Resolved
Meaning
The work is complete and no additional action is required.
Typical Use
- repair completed
- issue confirmed fixed
- follow-up complete
Example
“Generator repaired and successfully tested.”
Best Practice
Before resolving:
- confirm the work is complete
- add final notes
- attach any important photos or documentation
5. Status Reasons
When changing a ticket status, Otto may include a short Reason field in the status change bar.
A reason is a short, immediate explanation for why the ticket is being placed in that status.
Reasons are useful for temporary or near-term context.
Example
This tells the team why the ticket is waiting right now without requiring a full note.
When to Use a Reason
Use a reason when the explanation is:
- short
- immediate
- temporary
- useful for quick context
Good examples:
- “At store getting part”
- “Waiting for owner approval”
- “Vendor arriving at 2 PM”
- “Need access to garage”
When Not to Use a Reason
A reason is not always necessary.
Do not use the reason field for:
- long updates
- permanent history
- full vendor notes
- detailed repair explanations
Use a ticket note instead when the update should become part of the ticket’s longer-term history.
Reason vs Note
Use a Reason for short immediate context.
Use a Note for lasting operational history.
Example
Best Practice
If the reason explains a temporary status, keep it short.
If the information may matter later, add a ticket note.
6. Best Practices
Keep statuses current
A stale status creates operational confusion.
Match the status to reality
Do not leave tickets In Progress if nothing is actively happening.
Add notes with status changes
Status alone is often not enough context.
Resolve tickets promptly
Do not leave completed work open unnecessarily.
7. Common Mistakes
❌ Leaving tickets in Created forever
→ nobody knows if work has started
❌ Using In Progress for stalled work
→ hides blockers and delays
❌ Changing status without adding context
→ others do not understand why the change happened
❌ Resolving tickets too early
→ creates inaccurate history
❌ Forgetting to resolve completed work
→ makes reporting and tracking unreliable
8. Example Ticket Lifecycle
Ticket:
“Pool pump making loud noise”
Lifecycle:
- Created → issue reported
- In Progress → technician inspecting pump
- Waiting On Parts → replacement bearing ordered
- In Progress → repair underway
- Resolved → repair completed and tested
This creates a clear operational history.
9. Key Takeaway
Statuses communicate the real operational state of work.
Good status management:
- improves coordination
- improves reporting
- improves visibility
- improves Assistant understanding of the property
10. Related Articles
- Tickets Overview
- Update and Manage a Ticket
- Create a Ticket
- Ticket Priorities
- Ticket Best Practices
- Using the Assistant