Ticket Status and Priority

How to parse API status and priority values

How to Interpret the Status

API Value

Corresponding CMP UI Value

new

Pending Agent Assignment

open

In Progress with Support

pending

Pending Customer Action

hold

In Progress with Engineering

solved

Solved

closed

Closed

How to Interpret the Priority

API Value

Corresponding CMP UI Value

low

General Guidance

normal

System Impaired

high

Production System Impaired

urgent

Production System Down


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