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 Waiting For Support to it’s final status of Resolved.
Ticket Status Definitions
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 should transition to In Progress. Technically the initial status of a Ticket is Open but our ticket automation immediately changes the status to Waiting For Support.
In Progress - This status indicates that the assigned customer support engineer is actively investing the issue or request presented in the Ticket.
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.
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:
Engaging the Network Team on a complex routing or connectivity issue.
Engaging the Development Team to troubleshoot complex issues or investigate possible design detects.
Engaging the Sales Team for feature requests or additional services currently not provided to the customer.
Engaging the Telecom Team to investigate an issue with an upstream PSTN vendor.
Engaging the Account Team on a billing related question.
On Hold - This status indicates that the Ticket is on hold waiting for an specific event or activity to occur. 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.
Note:
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.
Note:
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 Pending Closure status for more than 7 days and was closed by 46 Labs.