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Because two states cannot describe support. A ticket waiting on a customer, one waiting on engineering, and one being actively worked all read as open — so the queue looks alarming and tells you nothing.
The lifecycle is the set of states a ticket passes through, each classed as open, waiting or closed for reporting.
You define the states; each declares whether the clock runs and who the ticket is waiting on. Waiting-on-customer pauses the SLA and drops it out of the agent's live queue without closing it.
A ticket has been waiting on the customer for eleven days. It shows in a follow-up queue with that fact, so it is chased deliberately rather than auto-closed or forgotten.
They will not resolve anything. Adding a state called pending-review to a process with no reviewer produces a queue that grows.
SLA clocks pause and resume on it, the agent inbox filters by it, and breach reporting reads which state a ticket was in when the clock ran out.
Yes — an incident and a service request rarely share a lifecycle.
Yes, and it resumes on their reply.
Yes, including a resolution code for reporting.
Fourteen days, every module, no card. Or half an hour with someone who will run it on your own records and tell you where it does not help.