Resolving Tickets

Ticket statuses

Tickets move through three statuses: Open, In Progress, and Resolved. You decide every status change and every outcome; Auditsu records your decisions but never makes them for you.

To move between Open and In Progress, drag the card between columns on the board, or use Mark as in progress and Mark as open in the ticket drawer or detail page.

Resolve a ticket

1. Select Resolve ticket on the ticket detail page, Resolve in the drawer, or drag the card onto the Resolved column.
2. In the Resolve ticket dialog, choose an outcome: Pass (requirement has been met) or N/A (requirement does not apply).
3. Describe what was fixed, or why the requirement does not apply. This is required.
4. Select Resolve.

The outcome you choose is recorded against the underlying check, and the ticket stores who resolved it and when. Resolved tickets become read-only: their status can no longer change.

Abandon a ticket

Use Abandon ticket when a ticket should never have existed, for example one raised in error or a duplicate. What happens depends on the audit's accessibility statement:

• Before the statement is published: the ticket is removed and its check returns to the walkthrough as unanswered, ready to be answered again.
• After the statement is published: every check must keep a verdict, so you choose Pass or Not applicable for the underlying check and give a short reason for the audit trail. The statement is re-published with the new verdict.

Published statements and paused tickets

If an app has a published statement, a banner on each of its tickets reminds you that status changes trigger a statement update. If an app is frozen, its tickets are paused and cannot be worked on until the organisation owner reactivates the app; comments stay readable. Results roll up in the results overview.