Understanding ticket statuses

NEW — filed, waiting for the Facilitation Desk to acknowledge. ACKNOWLEDGED — initial reply logged by the Desk. ASSIGNED — routed to the owning department (and sub-department where one applies). IN PROGRESS — department staff are working your case. AWAITING CLIENT INFORMATION — the department needs more from you; the SLA clock pauses while you respond, so the delay is not held against them. PENDING CUSTOMER CONFIRMATION — a resolution is proposed. Accept it, or reject with a reason (a rejection escalates immediately to the department's DG). PENDING IT VERIFICATION — after you accept, the IT department independently confirms with you that it is actually fixed. CLOSED — verified resolved, full history archived. WITHDRAWN — cancelled (by you early on, or by the Desk after work started). ESCALATED L1/L2/L3 — unresolved past its window: DG, then Secretary, then IT Ministry leadership.