Support Case Status
The table below provides definitions for all the possible support case statuses that your requests can be found in.
|New||The case has been created in the system and is awaiting assignment to a support team member.|
|Open||The case has been assigned to a support team member and the initial investigation is taking place.|
|Waiting for Customer||The case has been responded to by the support team and is awaiting either: (a) customer feedback, or (b) a resolution has been proposed.|
|Waiting for Support||The case has been responded to by the customer and is awaiting a response from the support team member.|
|Waiting for Engineering||The case has been identified as either a bug or a product enhancement and has been sent to the Engineering team.|
|Waiting for Release||The case has been fixed by the Engineering team and is now scheduled for release with a support pack or a new version of the platform. Once released the case will move to Resolved.|
|Resolved||The case has been resolved and no further action is required.|
|Closed||The case has been addressed (and was not a software issue) or the customer has abandoned the issue and not responded to further requests.|
|Reopened||The case has been closed but the customer has added new information to the case which warrants new attention. The status will be set to Open once a support team member is assigned.|
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