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Status | Description |
Waiting on Support | Waiting on the Support Engineer to respond to the Customer. |
Waiting on Customer | Waiting on the Customer to respond to the Support Engineer. |
Ticket Pending Closure | Incident has remained in ‘Waiting on Customer’ for 5 business days and has transitioned into this status. A message has been sent to Customer to prompt action/information. The ticket will stay in this status for 3 more business days to wait for a customer response before transitioning to ‘Final Reminder’. |
Final Reminder | Incident has remained in 'Ticket Pending Closure' for 3 business days. When a ticket reaches this status, the Customer will be notified that the ticket will close in 1 business day due to inactivity and transition into closed. |
Under Engineering Review | The Support Engineer has escalated the Incident to Engineering for further guidance. |
Faulty Return | The Support Engineer has identified a fault and has organised an RMA. A ticket will sit in this status until a device has been received by Vivi and physically assessed for a fault and appropriate action taken. |
Closed | Incident has been resolved, auto-closed or converted into a problem ticket. |
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