When a Ticket is opened by a Customer (or by 46 Labs on behalf of a Customer), it will transition through several states (i.e. statuses) between it’s initial status of Open Waiting For Support to it’s final status of Resolved.
Ticket Status Definitions
Open Waiting For Support - This is the initial status of all Tickets. This status indicates a new ticket has been opened and has not been assigned to a customer support engineer. Once an engineer it assigned the Ticket, the status will should transition to In Progress.
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Waiting For Customer - This status indicates that the assigned customer support engineer is waiting for information from the Ticket Requester. After a customer adds additional information to a ticket in the Waiting For Customer status the status will automated be changed to Waiting for Support. Example scenarios for this status include:
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If a Ticket has been in the Waiting For Customer status for more than 7 days, 46 Labs reserves the right to close the Ticket without customer approval. The customer can always re-open another ticket referencing the closed Ticket.
Waiting For Support Escalate - This status indicates that the assigned customer support engineer has escalated the Ticket to another team within the 46 Labs organization. Example scenarios for this status include:
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Waiting for a patch to be developed by the Development Team which would resolve the issue presented in the Ticket.
Waiting for a Maintenance Window for an customer approved maintenance activity to begin. 46 Labs will typically request a customer approved maintenance window for any scheduled maintenance activity via the Ticket process. The Ticket will be On Hold between the time of the customer approval and the completion of the maintenance activity.
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