Issue
At https://support.cloudbees.com, you may see different statuses for tickets. This article explains what each status means.
Resolution
The following table lists the different ticket statuses and their meanings:
Ticket Status | Description |
---|---|
Open |
A newly created ticket, or if a customer responds to a ticket that is in the "Awaiting your reply" status, it will be moved to this status. |
Open:Call in Progress |
There is a screen share meeting currently happening for this ticket. |
Open:Investigating |
We are currently investigating the issue. |
Awaiting your reply |
We are waiting for you to respond with the requested details, or to confirm that the issue is resolved after following our recommendations |
On-hold:Working with Engineering |
We are collaborating with our engineering team to debug the issue |
On-hold:Customer Requested |
The ticket was requested to be put on hold until a specific date, after that date we will follow up with you (we limit this to 1 week on hold) |
On-hold:Planned Upgrade |
The ticket is on hold until the planned upgrade (we limit this to 1 week on hold) |
On-hold:Software Release |
The resolution of the ticket is dependent on a future software release. |
On-hold:Call Planned |
The ticket is on hold until the meeting which is already scheduled to happen. |
Solved |
We believe the issue has been fully resolved, but can be reopened by replying at any time if you have follow up questions. |
Solved:Feature Request Filed |
A feature request has been filed for this issue |
Solved:Customer Inactivity |
We checked in 3 business days after our latest response, then after 8 business days of no replies on the ticket, it’s moved into this state. It can be reopened by replying at any time, if you have follow up questions. |