Overview of open case statuses for Incidents and Issues
| Status Name | Definition |
Next Action |
|---|---|---|
| New-draft |
When ticket intake has initiated but client has not submitted yet. After 30 days, new-draft tickets will automatically be withdrawn. |
Client |
| Pending-triage | Ticket has been submitted and is awaiting assignment to support engineer | Pega |
| Open-investigation |
Support engineer is actively investigating case |
Pega |
| Pending-clientaction |
Pega requires information or action from client in order to proceed |
Client |
| Pending-patchrelease | Waiting on patch availability to resolve client issue | Pega |
| Pending-monitoring |
*Severity-1 incidents only When solution has been provided but client has requested to keep the ticket open for a set period of time to ensure incident does not reoccur. This provides clients with additional reassurance and avoids Pega raising a severity 2 case purely for monitoring purposes |
Pega |
| Pending-translator |
*Robotics/Process Automation tickets only When client requests the ticket remains open, whilst waiting for an enhancement |
Pega |
| Pending-clientconfirmation | When a support engineer has resolved the problem and is waiting for client confirmation that the solution sent to them works. | Client |
Overview of resolved case statuses for issues and incidents
| Status Name | Definition |
|---|---|
| Resolved-withdrawn | Client withdraws case in MSP |
| Resolved-completed | Engineer provides solution or explanation to client |
| Resolved-draft | Cases in new-draft status will be automatically withdrawn after 30 days |
| Resolved-noresponse | Client does not respond so ticket is closed |
| Resolved-duplicate | Duplicate tickets have been entered |