Kbase P32334: What does the call status mean in TechSupport Direct?
| Autor |
Progress Software Corporation - Progress |
| Acesso |
Público |
| Publicação |
18/07/2003 |
|
Status: Unverified
GOAL:
What does the call status mean in TechSupport Direct?
FIX:
Work requests (w/r) logged with Progress Technical Support can be have various statuses assigned to them by the technical support engineers (TSE) investigating the issues. The status can be seen when viewing calls under TechSupport Direct.
CURRENT This is the status the call gets when it is opened, and when the TSE begins work on it.
ACKNOWL Acknowledged
The TSE has already worked on this call, but needs to do more before assigning a status of FOLLOWUP, RESEARCH or even resolving/closing the issue.
RESEARCH Researching customer problem
The TSE is investigating the issue, doing tests, looking for information etc.
FORUM The TSE is taking the issue to the daily discussion group to get input from other engineers.
FOLLOWUP Awaiting information from customer
The TSE has requested information from the customer, and cannot proceed further with the issue until they receive it.
HOLD Wait until the customer gets back
The TSE will keep the call open but can do nothing with it until the customer gets back to them. The difference between FOLLOWUP and HOLD is that with FOLLOWUP the TSE will follow up with the customer to get the info if the customer doesn't respond, whereas with HOLD the TSE will just wait until the customer responds (e.g. when the customer is on vacation).
SOLEN Assistance requested from Solution Engineering
MESSAGE Left message for the customer
BUG-DUPE Bug duplication underway
Development and/or TSE are working on duplicating this bug.
DEVELOPMT Awaiting info from Development
PATCH Awaiting patch from Patch Team
ADMIN Waiting on Sales Admin
SCHEDULE Scheduled
If a call cannot be worked on until a specific date, it can be scheduled. Once scheduled, it disappears from the TSE's work queue. When the date arrives, the call changes automatically to the status CURRENT and an email sent to the TSE.
RESOLVED Resolved
This is the status of the calls when the call is closed.
CLOSED Closed
In our environment, CLOSED is the same as RESOLVED.