Current Behavior

In NextTicket > Options > Accepting Ticket Actions, accepting a ticket applies an in-progress status (ex: “Working On”).

This works well when technicians accept tickets they are actively working on, since it represents true work-in-progress and helps satisfy SLA metrics.

Use Case / Problem

The client now has a technician acting as a dispatcher (triage role) who:

Accepts tickets in NextTicket

Calls the customer to gather details

Assigns the ticket to the appropriate technician for actual resolution

Because acceptance automatically changes the ticket to “Working On,” it artificially improves SLA results (ex: Resolution Plan compliance) even though the ticket is not yet being worked on by the resolving technician.

Desired Outcome

When a dispatcher (specific user) accepts a ticket, the ticket should remain in a non-working state (ex: “In Queue”) instead of moving to “Working On.”

Example:

Technician accepts ticket → Status = Working On (OK)

Dispatcher accepts ticket → Status = In Queue (Requested)