...
Waiting For Customer - This status indicates that the assigned customer support engineer is waiting for information from the Ticket Requester to better understand the issue or to aid in resolving the issue. 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:
Needing additional information to clarify or better understand the issue presented in the Ticket.
Requesting Approval of a Maintenance Window to apply a patch, system upgrade or other maintenance activity.
Requesting Approval to close the Ticket because 46 Labs believes that the issue presented in the Ticket as been successfully resolved.
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.
Escalate Escalated - 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:
...
Waiting for a patch to be developed by the Development Team which would resolve the issue presented in the Ticket.
Waiting for a 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.
Pending Closure - This status indicates that 46 Labs believes the issue has been resolved and is awaiting on the customer for confirmation that the issue has been resolved and for permission to close the ticket.
If a Ticket has been in the Pending Closure 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.
Resolved - This status indicates that the issue presented in the Ticket has been resolved to the customer’s satisfaction or a Ticket was in the Waiting for Customer Pending Closure status for more than 7 days and was closed by 46 Labs.
...