1.3 Project Rules, Statuses, and Exceptions

The 4 core ticket rules:

These are RevGravy's non-negotiable project standards. They apply to every architect and every project, always.

Rule	What it means
1. Move NEW to QUEUED within 24 hrs	Every new project must be picked up and moved to QUEUED within 24 hours of creation. No project stays in NEW overnight without action.
2. Respond to messages on ACTIVE projects within 24 hrs	If a client sends a message on an active project, the architect must reply within 24 hours. This is the Next Response SLA.
3. Every BUILDING project has a delivery SLA	Any project in BUILDING status must have a Delivery SLA Time property set. No open-ended building without a committed delivery date.
4. Avoid silence on REVIEWING, NEEDS FEEDBACK, BUILDING OR COMPLETED for more than 72 hrs	If a project is waiting on client feedback or in review, it must not go silent for more than 72 hours. Either follow up with the client or update the ticket status.

All ticket statuses and what they mean

Status	When to use it
NEW	Ticket just created — not yet assigned or acknowledged. Must move to QUEUED within 24 hrs.
QUEUED	Architect has acknowledged the ticket and it is in their backlog. Not yet actively being worked on.
REVIEWING	Work is being analyzed. The architect is reviewing what to build, how to do it, if we have all we need to start building it and coordinating with the customers to start working on it.
NEEDS FEEDBACK	Waiting on client response — information, approval, or access needed before work can continue.
BUILDING	Architect is building/implementing the solution. Delivery SLA Time must be set.
COMPLETED FOR YOU TO CHECK AND CLOSE	Work is done. Flagged for client to confirm and close. Counts as ACTIVE until fully closed.
CLOSED	Project is fully resolved and confirmed by both sides.

Completed for you to check and close: This status is NOT closed. Projects in this status still count toward the active ticket count for a client. Only move a ticket to CLOSED once there is full confirmation.

HubSpot required fields on every ticket:

Field	Why it matters
Ticket owner	Required for the SLA check-in to tag the right architect. No owner = ticket gets missed.
Company association	Required to identify which client the ticket belongs to. No company = appears in the 'no owner/company' alert.
Delivery SLA Time	Required on every BUILDING project. Sets the overdue threshold for the daily check-in.
Project Type	Distinguishes Cycle Planner projects from ad-hoc client requests. Required for automation and tracking.
Cycle Planner Link	If the Project Type = Cycle, it needs to include a Cycle Planner link.

SLA Delivery Time behavior when changing ticket status:

When a project moves from BUILDING to another status (e.g. NEEDS FEEDBACK), the Delivery SLA Time property is cleared automatically. If the project moves back to BUILDING, the architect must re-set the Delivery SLA Time. This is expected and intentional — the clock resets when building resumes.

1.3 Project Rules, Statuses, and Exceptions

The 4 core rules, all project statuses explained, and edge cases