<div class="chartlet-wrapper"><style>.chartlet-stage{position:relative;display:inline-block;max-width:100%;vertical-align:top}.chartlet-stage>svg{display:block}.chartlet-hotspot{position:absolute;border-radius:8px;cursor:pointer}.chartlet-focus{margin:0 0 12px 0;font-size:13px}.chartlet-focus summary{cursor:pointer;min-height:24px}.chartlet-focus fieldset{border:none;padding:0;margin:4px 0 0 0}.chartlet-focus label{display:inline-flex;align-items:center;min-height:44px;margin-right:14px;cursor:pointer;white-space:nowrap}.chartlet-focus input{margin-right:4px}.chartlet-focus input:focus-visible{outline:2px solid #2563eb;outline-offset:2px}.chartlet-wrapper:has(.chartlet-focus-node:checked) #chartlet-ebb207df7252265a 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.chartlet-f-4{opacity:1}.chartlet-wrapper:has(#chartlet-ebb207df7252265a-focus-4:checked) #chartlet-ebb207df7252265a .chartlet-n-4 .chartlet-flow-node,.chartlet-wrapper:has(#chartlet-ebb207df7252265a-focus-4:checked) #chartlet-ebb207df7252265a .chartlet-n-4 .chartlet-seq-box{stroke-width:3}.chartlet-wrapper:has(#chartlet-ebb207df7252265a-focus-5:checked) #chartlet-ebb207df7252265a .chartlet-f-5{opacity:1}.chartlet-wrapper:has(#chartlet-ebb207df7252265a-focus-5:checked) #chartlet-ebb207df7252265a .chartlet-n-5 .chartlet-flow-node,.chartlet-wrapper:has(#chartlet-ebb207df7252265a-focus-5:checked) #chartlet-ebb207df7252265a .chartlet-n-5 .chartlet-seq-box{stroke-width:3}.chartlet-wrapper:has(#chartlet-ebb207df7252265a-focus-6:checked) #chartlet-ebb207df7252265a .chartlet-f-6{opacity:1}.chartlet-wrapper:has(#chartlet-ebb207df7252265a-focus-6:checked) #chartlet-ebb207df7252265a .chartlet-n-6 .chartlet-flow-node,.chartlet-wrapper:has(#chartlet-ebb207df7252265a-focus-6:checked) #chartlet-ebb207df7252265a .chartlet-n-6 .chartlet-seq-box{stroke-width:3}.chartlet-wrapper:has(#chartlet-ebb207df7252265a-focus-7:checked) #chartlet-ebb207df7252265a .chartlet-f-7{opacity:1}.chartlet-wrapper:has(#chartlet-ebb207df7252265a-focus-7:checked) #chartlet-ebb207df7252265a .chartlet-n-7 .chartlet-flow-node,.chartlet-wrapper:has(#chartlet-ebb207df7252265a-focus-7:checked) #chartlet-ebb207df7252265a .chartlet-n-7 .chartlet-seq-box{stroke-width:3}.chartlet-wrapper:has(#chartlet-ebb207df7252265a-focus-8:checked) #chartlet-ebb207df7252265a .chartlet-f-8{opacity:1}.chartlet-wrapper:has(#chartlet-ebb207df7252265a-focus-8:checked) #chartlet-ebb207df7252265a .chartlet-n-8 .chartlet-flow-node,.chartlet-wrapper:has(#chartlet-ebb207df7252265a-focus-8:checked) #chartlet-ebb207df7252265a .chartlet-n-8 .chartlet-seq-box{stroke-width:3}</style><details class="chartlet-focus"><summary>Focus</summary><fieldset><label><input type="radio" name="chartlet-ebb207df7252265a-focus" checked> Show all</label><label><input type="radio" name="chartlet-ebb207df7252265a-focus" class="chartlet-focus-node" id="chartlet-ebb207df7252265a-focus-1"> New</label><label><input type="radio" name="chartlet-ebb207df7252265a-focus" class="chartlet-focus-node" id="chartlet-ebb207df7252265a-focus-2"> Triaged</label><label><input type="radio" name="chartlet-ebb207df7252265a-focus" class="chartlet-focus-node" id="chartlet-ebb207df7252265a-focus-3"> Severity?</label><label><input type="radio" name="chartlet-ebb207df7252265a-focus" class="chartlet-focus-node" id="chartlet-ebb207df7252265a-focus-4"> In progress</label><label><input type="radio" name="chartlet-ebb207df7252265a-focus" class="chartlet-focus-node" id="chartlet-ebb207df7252265a-focus-5"> Waiting for customer</label><label><input type="radio" name="chartlet-ebb207df7252265a-focus" class="chartlet-focus-node" id="chartlet-ebb207df7252265a-focus-6"> Resolved</label><label><input type="radio" name="chartlet-ebb207df7252265a-focus" class="chartlet-focus-node" id="chartlet-ebb207df7252265a-focus-7"> Closed</label><label><input type="radio" name="chartlet-ebb207df7252265a-focus" class="chartlet-focus-node" id="chartlet-ebb207df7252265a-focus-8"> Rejected</label></fieldset></details><figure class="chartlet-figure" data-viz="chart"><figcaption>Life of a support ticket</figcaption><div class="chartlet-stage"><svg xmlns="http://www.w3.org/2000/svg" width="900" height="900" viewBox="0 0 900 900" id="chartlet-ebb207df7252265a" role="img" aria-labelledby="chartlet-ebb207df7252265a-title chartlet-ebb207df7252265a-description" class="chartlet-root"><title id="chartlet-ebb207df7252265a-title">Life of a support ticket</title><desc id="chartlet-ebb207df7252265a-description">State diagram with 9 states and 10 transitions. It starts in New. Final states: Closed and Rejected. Main path: New → Triaged → Severity? → In progress → Resolved → Closed. New to Triaged on review. Triaged to Severity? on classify. Severity? to In progress on [valid] / assign. Severity? to Rejected on [duplicate]. In progress to Waiting for customer on ask. In progress to Resolved on fix shipped. Waiting for customer to In progress on reply. Waiting for customer to itself on after 3 days / remind. Resolved to In progress on reopen. Resolved to Closed on after 7 days. Composite state Being handled contains In progress, Waiting for customer. 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class="chartlet-flow-group-label">Being handled</text><g class="chartlet-f chartlet-f-0 chartlet-f-1"><polyline points="566,32 566,60.07" class="chartlet-flow-edge chartlet-flow-main"><title>Start → New</title></polyline><polyline points="562.5,60.07 566,68.07 569.5,60.07 562.5,60.07" class="chartlet-flow-head chartlet-flow-main-head"/></g><g class="chartlet-f chartlet-f-1 chartlet-f-2"><polyline points="566,104.07 566,172.074" class="chartlet-flow-edge chartlet-flow-main"><title>New → Triaged: review</title></polyline><polyline points="562.5,172.074 566,180.074 569.5,172.074 562.5,172.074" class="chartlet-flow-head chartlet-flow-main-head"/></g><g class="chartlet-f chartlet-f-2 chartlet-f-3"><polyline points="566,216.074 566,284.079" class="chartlet-flow-edge chartlet-flow-main"><title>Triaged → Severity?: classify</title></polyline><polyline points="562.5,284.079 566,292.079 569.5,284.079 562.5,284.079" class="chartlet-flow-head chartlet-flow-main-head"/></g><g class="chartlet-f chartlet-f-3 chartlet-f-4"><polyline points="566,352.079 566,499.952" class="chartlet-flow-edge chartlet-flow-main"><title>Severity? → In progress: [valid] / assign</title></polyline><polyline points="562.5,499.952 566,507.952 569.5,499.952 562.5,499.952" class="chartlet-flow-head chartlet-flow-main-head"/></g><g class="chartlet-f chartlet-f-3 chartlet-f-8"><polyline points="590,342.605 590,440.965 732,440.965 732,502.952" class="chartlet-flow-edge"><title>Severity? → Rejected: [duplicate]</title></polyline><polyline points="728.5,502.952 732,510.952 735.5,502.952 728.5,502.952" class="chartlet-flow-head"/></g><g class="chartlet-f chartlet-f-4 chartlet-f-5"><polyline points="524.4,557.952 524.4,615.921 194.72,615.921 194.72,691.655" class="chartlet-flow-edge"><title>In progress → Waiting for customer: ask</title></polyline><polyline points="191.22,691.655 194.72,699.655 198.22,691.655 191.22,691.655" class="chartlet-flow-head"/></g><g class="chartlet-f chartlet-f-4 chartlet-f-5"><polyline points="218.72,699.655 218.72,628.803 545.2,628.803 545.2,565.952" class="chartlet-flow-edge"><title>Waiting for customer → In progress: reply</title></polyline><polyline points="548.7,565.952 545.2,557.952 541.7,565.952 548.7,565.952" class="chartlet-flow-head"/></g><g class="chartlet-f chartlet-f-5"></g><g class="chartlet-f chartlet-f-4 chartlet-f-6"><polyline points="566,557.952 566,628.803 694,628.803 694,691.655" class="chartlet-flow-edge chartlet-flow-main"><title>In progress → Resolved: fix shipped</title></polyline><polyline points="690.5,691.655 694,699.655 697.5,691.655 690.5,691.655" class="chartlet-flow-head chartlet-flow-main-head"/></g><g class="chartlet-f chartlet-f-4 chartlet-f-6"><polyline points="718,699.655 718,615.921 586.8,615.921 586.8,565.952" class="chartlet-flow-edge chartlet-flow-dashed"><title>Resolved → In progress: reopen</title></polyline><polyline points="590.3,565.952 586.8,557.952 583.3,565.952 590.3,565.952" class="chartlet-flow-head"/></g><g class="chartlet-f chartlet-f-6 chartlet-f-7"><polyline points="694,735.655 694,809.083 566,809.083 566,832" class="chartlet-flow-edge chartlet-flow-main"><title>Resolved → Closed: after 7 days</title></polyline><polyline points="562.5,832 566,840 569.5,832 562.5,832" class="chartlet-flow-head chartlet-flow-main-head"/></g><g class="chartlet-f chartlet-n-0 chartlet-f-0 chartlet-f-1"></g><g class="chartlet-f chartlet-n-1 chartlet-f-0 chartlet-f-1 chartlet-f-2"></g><g class="chartlet-f chartlet-n-2 chartlet-f-1 chartlet-f-2 chartlet-f-3"></g><g class="chartlet-f chartlet-n-3 chartlet-f-2 chartlet-f-3 chartlet-f-4 chartlet-f-8"></g><g class="chartlet-f chartlet-n-4 chartlet-f-3 chartlet-f-4 chartlet-f-5 chartlet-f-6"></g><g class="chartlet-f chartlet-n-5 chartlet-f-4 chartlet-f-5"><polyline points="289.44,709.655 305.44,709.655 308.065,710.03 309.94,711.155 311.065,713.03 311.44,715.655 311.44,719.655 311.065,722.28 309.94,724.155 308.065,725.28 305.44,725.655 297.44,725.655" class="chartlet-flow-edge"><title>Waiting for customer → Waiting for customer: after 3 days / remind</title></polyline><polyline points="297.44,722.155 289.44,725.655 297.44,729.155 297.44,722.155" class="chartlet-flow-head"/></g><g class="chartlet-f chartlet-n-6 chartlet-f-4 chartlet-f-6 chartlet-f-7"></g><g class="chartlet-f chartlet-n-7 chartlet-f-6 chartlet-f-7"></g><g class="chartlet-f chartlet-n-8 chartlet-f-3 chartlet-f-8"></g><g class="chartlet-f chartlet-f-1 chartlet-f-2"><rect x="570" y="109.07" width="51.28" height="21" class="chartlet-diagram-chip"/><text x="575" y="123.07" text-anchor="start" class="chartlet-diagram-chip-text">review</text></g><g class="chartlet-f chartlet-f-2 chartlet-f-3"><rect x="570" y="221.074" width="57.52" height="21" class="chartlet-diagram-chip"/><text x="575" y="235.074" text-anchor="start" class="chartlet-diagram-chip-text">classify</text></g><g class="chartlet-f chartlet-f-3 chartlet-f-4"><rect x="459.6" y="357.079" width="102.4" height="21" class="chartlet-diagram-chip"/><text x="557" y="371.079" text-anchor="end" class="chartlet-diagram-chip-text">[valid] / assign</text></g><g class="chartlet-f chartlet-f-3 chartlet-f-8"><rect x="594" y="355.079" width="77.68" height="21" class="chartlet-diagram-chip"/><text x="599" y="369.079" text-anchor="start" class="chartlet-diagram-chip-text">[duplicate]</text></g><g class="chartlet-f chartlet-f-4 chartlet-f-5"><rect x="490.24" y="562.952" width="30.16" height="21" class="chartlet-diagram-chip"/><text x="515.4" y="576.952" text-anchor="end" class="chartlet-diagram-chip-text">ask</text></g><g class="chartlet-f chartlet-f-4 chartlet-f-5"><rect x="222.72" y="673.655" width="40.48" height="21" class="chartlet-diagram-chip"/><text x="227.72" y="687.655" text-anchor="start" class="chartlet-diagram-chip-text">reply</text></g><g class="chartlet-f chartlet-f-4 chartlet-f-6"><rect x="592.6" y="632.803" width="74.8" height="21" class="chartlet-diagram-chip"/><text x="630" y="646.803" text-anchor="middle" class="chartlet-diagram-chip-text">fix shipped</text></g><g class="chartlet-f chartlet-f-4 chartlet-f-6"><rect x="722" y="673.655" width="50.32" height="21" class="chartlet-diagram-chip"/><text x="727" y="687.655" text-anchor="start" class="chartlet-diagram-chip-text">reopen</text></g><g class="chartlet-f chartlet-f-6 chartlet-f-7"><rect x="698" y="740.655" width="84.88" height="21" class="chartlet-diagram-chip"/><text x="703" y="754.655" text-anchor="start" class="chartlet-diagram-chip-text">after 7 days</text></g><g class="chartlet-f chartlet-n-5 chartlet-f-4 chartlet-f-5"><rect x="315.44" y="707.655" width="140.56" height="21" class="chartlet-diagram-chip"/><text x="320.44" y="721.655" text-anchor="start" class="chartlet-diagram-chip-text">after 3 days / remind</text></g><g class="chartlet-f chartlet-n-0 chartlet-f-0 chartlet-f-1"><circle cx="566" cy="22" r="10" class="chartlet-state-initial"><title>Start</title></circle></g><g class="chartlet-f chartlet-n-1 chartlet-f-0 chartlet-f-1 chartlet-f-2"><rect x="514" y="70.57" width="104" height="36" class="chartlet-diagram-shadow"/><rect x="514" y="68.07" width="104" height="36" class="chartlet-flow-node chartlet-state chartlet-role-blue"><title>New</title></rect><text x="566" y="90.57" text-anchor="middle" class="chartlet-flow-label">New</text></g><g class="chartlet-f chartlet-n-2 chartlet-f-1 chartlet-f-2 chartlet-f-3"><rect x="514" y="182.574" width="104" height="36" class="chartlet-diagram-shadow"/><rect x="514" y="180.074" width="104" height="36" class="chartlet-flow-node chartlet-state chartlet-role-blue"><title>Triaged</title></rect><text x="566" y="202.574" text-anchor="middle" class="chartlet-flow-label">Triaged</text></g><g class="chartlet-f chartlet-n-3 chartlet-f-2 chartlet-f-3 chartlet-f-4 chartlet-f-8"><polyline points="566,294.579 642,324.579 566,354.579 490,324.579 566,294.579" class="chartlet-diagram-shadow"/><polyline points="566,292.079 642,322.079 566,352.079 490,322.079 566,292.079" class="chartlet-flow-node chartlet-role-amber"><title>Severity?</title></polyline><text x="566" y="326.579" text-anchor="middle" class="chartlet-flow-label">Severity?</text></g><g class="chartlet-f chartlet-n-4 chartlet-f-3 chartlet-f-4 chartlet-f-5 chartlet-f-6"><rect x="514" y="510.452" width="104" height="50" class="chartlet-diagram-shadow"/><rect x="514" y="507.952" width="104" height="50" class="chartlet-flow-node chartlet-state chartlet-role-blue"><title>In progress – assigned</title></rect><text x="566" y="530.452" text-anchor="middle" class="chartlet-flow-label">In progress</text><text x="566" y="544.452" text-anchor="middle" class="chartlet-flow-sublabel">assigned</text></g><g class="chartlet-f chartlet-n-5 chartlet-f-4 chartlet-f-5"><rect x="124" y="702.155" width="165.44" height="36" class="chartlet-diagram-shadow"/><rect x="124" y="699.655" width="165.44" height="36" class="chartlet-flow-node chartlet-state chartlet-role-blue"><title>Waiting for customer</title></rect><text x="206.72" y="722.155" text-anchor="middle" class="chartlet-flow-label">Waiting for customer</text></g><g class="chartlet-f chartlet-n-6 chartlet-f-4 chartlet-f-6 chartlet-f-7"><rect x="642" y="702.155" width="104" height="36" class="chartlet-diagram-shadow"/><rect x="642" y="699.655" width="104" height="36" class="chartlet-flow-node chartlet-state chartlet-role-blue"><title>Resolved</title></rect><text x="694" y="722.155" text-anchor="middle" class="chartlet-flow-label">Resolved</text></g><g class="chartlet-f chartlet-n-7 chartlet-f-6 chartlet-f-7"><rect x="510" y="842.5" width="112" height="44" class="chartlet-diagram-shadow"/><rect x="510" y="840" width="112" height="44" class="chartlet-flow-node chartlet-state chartlet-role-green"><title>Closed</title></rect><rect x="514" y="844" width="104" height="36" class="chartlet-state-inner"/><text x="566" y="866.5" text-anchor="middle" class="chartlet-flow-label">Closed</text></g><g class="chartlet-f chartlet-n-8 chartlet-f-3 chartlet-f-8"><rect x="676" y="513.452" width="112" height="44" class="chartlet-diagram-shadow"/><rect x="676" y="510.952" width="112" height="44" class="chartlet-flow-node chartlet-state chartlet-role-green"><title>Rejected</title></rect><rect x="680" y="514.952" width="104" height="36" class="chartlet-state-inner"/><text x="732" y="537.452" text-anchor="middle" class="chartlet-flow-label">Rejected</text></g></svg><label class="chartlet-hotspot" id="chartlet-ebb207df7252265a-hs-1" for="chartlet-ebb207df7252265a-focus-1"></label><label class="chartlet-hotspot" id="chartlet-ebb207df7252265a-hs-2" for="chartlet-ebb207df7252265a-focus-2"></label><label class="chartlet-hotspot" id="chartlet-ebb207df7252265a-hs-3" for="chartlet-ebb207df7252265a-focus-3"></label><label class="chartlet-hotspot" id="chartlet-ebb207df7252265a-hs-4" for="chartlet-ebb207df7252265a-focus-4"></label><label class="chartlet-hotspot" id="chartlet-ebb207df7252265a-hs-5" for="chartlet-ebb207df7252265a-focus-5"></label><label class="chartlet-hotspot" id="chartlet-ebb207df7252265a-hs-6" for="chartlet-ebb207df7252265a-focus-6"></label><label class="chartlet-hotspot" id="chartlet-ebb207df7252265a-hs-7" for="chartlet-ebb207df7252265a-focus-7"></label><label class="chartlet-hotspot" id="chartlet-ebb207df7252265a-hs-8" for="chartlet-ebb207df7252265a-focus-8"></label></div><p class="chartlet-source">Source: Support handbook, ticket states</p><details class="chartlet-data" data-viz-text><summary>Show chart data</summary><table><caption>Data for Life of a support ticket</caption><thead><tr><th scope="col">From</th><th scope="col">Event</th><th scope="col">Guard</th><th scope="col">Action</th><th scope="col">To</th></tr></thead><tbody><tr><th scope="row">Start</th><td></td><td></td><td></td><td>New</td></tr><tr><th scope="row">New</th><td>review</td><td></td><td></td><td>Triaged</td></tr><tr><th scope="row">Triaged</th><td>classify</td><td></td><td></td><td>Severity?</td></tr><tr><th scope="row">Severity?</th><td></td><td>valid</td><td>assign</td><td>In progress</td></tr><tr><th scope="row">Severity?</th><td></td><td>duplicate</td><td></td><td>Rejected</td></tr><tr><th scope="row">In progress</th><td>ask</td><td></td><td></td><td>Waiting for customer</td></tr><tr><th scope="row">In progress</th><td>fix shipped</td><td></td><td></td><td>Resolved</td></tr><tr><th scope="row">Waiting for customer</th><td>reply</td><td></td><td></td><td>In progress</td></tr><tr><th scope="row">Waiting for customer</th><td>after 3 days</td><td></td><td>remind</td><td>Waiting for customer</td></tr><tr><th scope="row">Resolved</th><td>reopen</td><td></td><td></td><td>In progress</td></tr><tr><th scope="row">Resolved</th><td>after 7 days</td><td></td><td></td><td>Closed</td></tr></tbody></table></details></figure></div>