If your ticket is held or bounced

It’s not personal, and it’s usually an easy fix. On a held ticket, BRAT tells you exactly what’s missing.

What to do

1. Read what BRAT flagged in the item update - it names the exact problem: an empty or mismatched field, or a thin brief.
2. Fix it directly. Most of what BRAT checks - Scope, Request Type, Assignee, the Creative Overview, and the rest - you can edit right on the ticket.
3. Hit a locked field, or unsure of the answer? DM a project manager or pipeline supe on the Monday item - tell them exactly what’s needed (concrete specs beat “urgent, please”) and wait for their reply.
4. BRAT re-checks on the next daily pass. Fill the fields correctly and it clears - the ticket moves to In Progress. (Locked after two failed passes? A project manager can re-trigger or override it.)

Bounced, not held? A rejected ticket was purged for having too little to start - there’s nothing to fix in place. Resubmit through the form with the specifics per the DoR.

Most holds are one of the common mistakes

• a column that disagrees with the Overview, a missing 3D file, a blank Print Size/Quantity, or website detail in the wrong field.

Tip

The more accurate the brief is, the faster the work ships. If a ticket is locked (two failed BRAT passes), a project manager can re-trigger or override it - see Project Manager status overrides.