Ticket has been assigned to an agent and next steps are being determined.
Product Support has taken ownership of this ticket and is working toward a resolution.
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.
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.|
The reported case or request has been completed by ACME. Resolved cases will be marked as closed after 48 business hours.
Case has been closed
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Request Withdrawn: A request has been withdrawn by the reporter.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.