The table below gives the description of the ticket statuses in respect to the progress made to the issue resolution:
|
Status |
Description |
|
New |
means that the request is received and has not been assigned to a Support Agent. |
|
Open |
means that the request has been assigned to an agent who is working to resolve it |
|
Awaiting your reply |
means that the assigned agent has a follow-up question for the requester. The agent may need more information about the support issue. Requests that are set to Pending typically remain that way until the requester responds and provides the information the agent needs to continue resolving the request. If the requester does not reply within 28 working days, the ticket will get automatically closed. Once the ticket is closed, the requester will be able to open a Follow-up ticket. |
|
Solved |
means that the agent has resolved the support issue by providing fix, hot fix, work-around or explanation. Solved tickets are closed, typically, 28 days after they have been set to Solved. Until a ticket is closed, the requester can reopen the ticket. For example, the requester may not agree with the agent that the support issue is resolved. Once the ticket is closed, the requester will be able to open a Follow-up ticket. |
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