Service Desk Ticket Lifecycle
ITIL-style incident ticket states from open to resolved/closed.
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stateDiagram-v2
[*] --> New
New --> Assigned: triage
Assigned --> In_progress: work started
In_progress --> Pending_user: awaiting info
Pending_user --> In_progress: info received
In_progress --> Escalated: out of scope
Escalated --> In_progress: returned
In_progress --> Resolved: fix verified
Resolved --> Closed: user confirms
Resolved --> Reopened: still broken
Reopened --> In_progress
Closed --> [*]