<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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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="568,44 568,68" class="chartlet-flow-edge chartlet-flow-main"><title>Start → New</title></polyline><polyline points="564.5,68 568,76 571.5,68 564.5,68" class="chartlet-flow-head chartlet-flow-main-head"/></g><g class="chartlet-f chartlet-f-1 chartlet-f-2"><polyline points="568,116 568,176" class="chartlet-flow-edge chartlet-flow-main"><title>New → Triaged: review</title></polyline><polyline points="564.5,176 568,184 571.5,176 564.5,176" class="chartlet-flow-head chartlet-flow-main-head"/></g><g class="chartlet-f chartlet-f-2 chartlet-f-3"><polyline points="568,224 568,284" class="chartlet-flow-edge chartlet-flow-main"><title>Triaged → Severity?: classify</title></polyline><polyline points="564.5,284 568,292 571.5,284 564.5,284" class="chartlet-flow-head chartlet-flow-main-head"/></g><g class="chartlet-f chartlet-f-3 chartlet-f-4"><polyline points="568,356 568,492" class="chartlet-flow-edge chartlet-flow-main"><title>Severity? → In progress: [valid] / assign</title></polyline><polyline points="564.5,492 568,500 571.5,492 564.5,492" class="chartlet-flow-head chartlet-flow-main-head"/></g><g class="chartlet-f chartlet-f-3 chartlet-f-8"><polyline points="592,345.895 592,437.864 736,437.864 736,496" class="chartlet-flow-edge"><title>Severity? → Rejected: [duplicate]</title></polyline><polyline points="732.5,496 736,504 739.5,496 732.5,496" class="chartlet-flow-head"/></g><g class="chartlet-f chartlet-f-4 chartlet-f-5"><polyline points="526.4,556 526.4,609.39 192,609.39 192,684" class="chartlet-flow-edge"><title>In progress → Waiting for customer: ask</title></polyline><polyline points="188.5,684 192,692 195.5,684 188.5,684" class="chartlet-flow-head"/></g><g class="chartlet-f chartlet-f-4 chartlet-f-5"><polyline points="216,692 216,623.627 547.2,623.627 547.2,564" class="chartlet-flow-edge"><title>Waiting for customer → In progress: reply</title></polyline><polyline points="550.7,564 547.2,556 543.7,564 550.7,564" 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="568,556 568,623.627 696,623.627 696,684" class="chartlet-flow-edge chartlet-flow-main"><title>In progress → Resolved: fix shipped</title></polyline><polyline points="692.5,684 696,692 699.5,684 692.5,684" class="chartlet-flow-head chartlet-flow-main-head"/></g><g class="chartlet-f chartlet-f-4 chartlet-f-6"><polyline points="720,692 720,609.39 588.8,609.39 588.8,564" class="chartlet-flow-edge chartlet-flow-dashed"><title>Resolved → In progress: reopen</title></polyline><polyline points="592.3,564 588.8,556 585.3,564 592.3,564" class="chartlet-flow-head"/></g><g class="chartlet-f chartlet-f-6 chartlet-f-7"><polyline points="696,732 696,799.627 568,799.627 568,820" class="chartlet-flow-edge chartlet-flow-main"><title>Resolved → Closed: after 7 days</title></polyline><polyline points="564.5,820 568,828 571.5,820 564.5,820" 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="288,704 304,704 306.625,704.375 308.5,705.5 309.625,707.375 310,710 310,714 309.625,716.625 308.5,718.5 306.625,719.625 304,720 296,720" class="chartlet-flow-edge"><title>Waiting for customer → Waiting for customer: after 3 days / remind</title></polyline><polyline points="296,716.5 288,720 296,723.5 296,716.5" 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="572" y="121" width="51.28" height="21" class="chartlet-diagram-chip"/><text x="577" y="135" text-anchor="start" class="chartlet-diagram-chip-text">review</text></g><g class="chartlet-f chartlet-f-2 chartlet-f-3"><rect x="572" y="229" width="57.52" height="21" class="chartlet-diagram-chip"/><text x="577" y="243" text-anchor="start" class="chartlet-diagram-chip-text">classify</text></g><g class="chartlet-f chartlet-f-3 chartlet-f-4"><rect x="461.6" y="361" width="102.4" height="21" class="chartlet-diagram-chip"/><text x="559" y="375" text-anchor="end" class="chartlet-diagram-chip-text">[valid] / assign</text></g><g class="chartlet-f chartlet-f-3 chartlet-f-8"><rect x="596" y="359" width="77.68" height="21" class="chartlet-diagram-chip"/><text x="601" y="373" text-anchor="start" class="chartlet-diagram-chip-text">[duplicate]</text></g><g class="chartlet-f chartlet-f-4 chartlet-f-5"><rect x="492.24" y="561" width="30.16" height="21" class="chartlet-diagram-chip"/><text x="517.4" y="575" text-anchor="end" class="chartlet-diagram-chip-text">ask</text></g><g class="chartlet-f chartlet-f-4 chartlet-f-5"><rect x="220" y="666" width="40.48" height="21" class="chartlet-diagram-chip"/><text x="225" y="680" text-anchor="start" class="chartlet-diagram-chip-text">reply</text></g><g class="chartlet-f chartlet-f-4 chartlet-f-6"><rect x="594.6" y="627.627" width="74.8" height="21" class="chartlet-diagram-chip"/><text x="632" y="641.627" text-anchor="middle" class="chartlet-diagram-chip-text">fix shipped</text></g><g class="chartlet-f chartlet-f-4 chartlet-f-6"><rect x="724" y="666" width="50.32" height="21" class="chartlet-diagram-chip"/><text x="729" y="680" text-anchor="start" class="chartlet-diagram-chip-text">reopen</text></g><g class="chartlet-f chartlet-f-6 chartlet-f-7"><rect x="700" y="737" width="84.88" height="21" class="chartlet-diagram-chip"/><text x="705" y="751" 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="314" y="702" width="140.56" height="21" class="chartlet-diagram-chip"/><text x="319" y="716" 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="568" cy="32" r="12" 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="516" y="78.5" width="104" height="40" class="chartlet-diagram-shadow"/><rect x="516" y="76" width="104" height="40" class="chartlet-flow-node chartlet-state chartlet-role-blue"><title>New</title></rect><text x="568" y="100.5" 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="516" y="186.5" width="104" height="40" class="chartlet-diagram-shadow"/><rect x="516" y="184" width="104" height="40" class="chartlet-flow-node chartlet-state chartlet-role-blue"><title>Triaged</title></rect><text x="568" y="208.5" 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="568,294.5 644,326.5 568,358.5 492,326.5 568,294.5" class="chartlet-diagram-shadow"/><polyline points="568,292 644,324 568,356 492,324 568,292" class="chartlet-flow-node chartlet-role-amber"><title>Severity?</title></polyline><text x="568" y="328.5" 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="516" y="502.5" width="104" height="56" class="chartlet-diagram-shadow"/><rect x="516" y="500" width="104" height="56" class="chartlet-flow-node chartlet-state chartlet-role-blue"><title>In progress – assigned</title></rect><text x="568" y="525.5" text-anchor="middle" class="chartlet-flow-label">In progress</text><text x="568" y="539.5" 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="120" y="694.5" width="168" height="40" class="chartlet-diagram-shadow"/><rect x="120" y="692" width="168" height="40" class="chartlet-flow-node chartlet-state chartlet-role-blue"><title>Waiting for customer</title></rect><text x="204" y="716.5" 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="644" y="694.5" width="104" height="40" class="chartlet-diagram-shadow"/><rect x="644" y="692" width="104" height="40" class="chartlet-flow-node chartlet-state chartlet-role-blue"><title>Resolved</title></rect><text x="696" y="716.5" 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="512" y="830.5" width="112" height="48" class="chartlet-diagram-shadow"/><rect x="512" y="828" width="112" height="48" class="chartlet-flow-node chartlet-state chartlet-role-green"><title>Closed</title></rect><rect x="516" y="832" width="104" height="40" class="chartlet-state-inner"/><text x="568" y="856.5" 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="680" y="506.5" width="112" height="48" class="chartlet-diagram-shadow"/><rect x="680" y="504" width="112" height="48" class="chartlet-flow-node chartlet-state chartlet-role-green"><title>Rejected</title></rect><rect x="684" y="508" width="104" height="40" class="chartlet-state-inner"/><text x="736" y="532.5" 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>