Support
Support Case Status
The table below provides definitions for all the possible support case statuses that your requests can be found in.
| Case Status | Definition |
|---|---|
| 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. |