Hello,

I have a very noob question regarding the request summary in homepage.

I understand that the approval status "Pending Approval" is used to identify tickets that are "Awaiting Approval" in the "My Request Summary" but I am in doubt about the two remaining statuses: I need clarification on when tickets are classified for "Pending" or "Awaiting updates" so I can document internally for our employees the meaning behind these categories.

is it SLA related? We don't use SLAs as of now

Thanks,

Filipe