Status | Description |
PS Review | Ticket has been assigned to an agent and next steps are being determined. |
Open | Product Support has taken ownership of this ticket and is working toward a resolution. |
Pending | Ticket is temporarily on hold until a specific action or a time sensitive event occurs. |
| Bug Filed | A software issue was found and submitted to the ACME Developer team |
| Enhancement Request Filed | A product enhancement request was submitted and filed with the ACME Product team |
| Database Adjustment Request Filed | A request to make an adjustment to the ACME database has been submitted. |
Waiting on Customer | Customer has been contacted about the issue and ACME Product Support is awaiting a reply before proceeding. Tickets will remain waiting for a reply for 7 days before closing if no response is made in that time frame. |
Waiting on Third Party | A third-party vendor has been contacted about the issue and ACME Product Support is awaiting a reply before proceeding. |
| Project on Hold | Longer term or complex projects may be placed on hold until client has sufficient bandwidth to complete work. |
Resolved | The reported case or request has been completed by ACME. Resolved cases will be marked as closed after 48 business hours. |
Closed | Case has been closed |
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Once a ticket is marked as Resolved or Closed, A Resolution Code will be supplied by ACME Support:
Configuration Change Made: A change was made to the client’s tenant configuration to complete the request.
Request Submitted: A request has been referred outside of Product Support to the appropriate department. The reporter will receive a follow up outside of this support case.
Request Withdrawn: A request has been withdrawn by the reporter.
Fix Deployed: A change was deployed to Production by our Engineering team. This can include bug fixes, feature enhancements, and database adjustments.
Agent Research Completed: A Support Agent has finished an investigation as requested. This can include a report analysis or a configuration review.
Investigation Completed: A member of our Engineering team has concluded a requested investigation. This can include database queries, log reviews, etc.
Task Completed: Product Support has completed a general task as specified by the reporter.
Question Answered: Product Support has answered a question given by the reporter.
Training provided: A Support Agent has finished training the reporter on a particular component of the ACME platform.
Item(s) Orders/Shipped: The requested hardware or peripheral for the ACME platform has been ordered and shipped to the reporter.
Notification Acknowledged: ACME Product Support has acknowledged a communication or bulletin sent from the reporter for our information purposes only.
Data Push Completed: An agent completed a requested re-push of data from ACME to a 3rd party database.