Once you have submitted a request you will be emailed a link to your ticket so that you can track its progress.
Alternatively your can view your requests by logging in to this portal.
As a case moves through the resolution process, it may pass through (sometimes more than once) a number of stages:
|Unassigned||The support request has been recorded with basic details, but has not been assigned to a Support Consultant.|
|Open||The support request has been assigned to a support consultant who is working on the case.|
Support Consultants are waiting for either:
- Customer input
- Technical input
- Next Maintenance release- Confirmation from the customer that a solution to a reported problem has been delivered and that everything is OK.
Support Consultants are:
- Waiting for Third Party input.- The problem resolution is scheduled to be included in the next maintenance release of the software product.
|Closed||A satisfactory conclusion, resolution or workaround has been reached and agreed to by the customer.|
You may receive the resolution to a problem/query in one of the following formats:
Direct solution - The problem is solved.
Workaround - A workaround solution is found that is acceptable for the you as a customer. The workaround might be replaced by a permanent solution in an Update.
Patch - For critical issues, a patch may be made that corrects a specific issue.
Updates - Several issues may be resolved or corrected in a system update in a future release. If the change requested is an enhancement of the system, this may be discussed further with the customer through the appropriate channels.