General Discussion

What to Expect: New GTAC Case Statuses

  • 1.  What to Expect: New GTAC Case Statuses

    Posted 07-01-2020 12:50

    What changes should I expect to see in regards to the case status portion of a case via the Extreme Support portal?

     

    Starting July 9, 2020 customers can expect the following case statuses depending on the case type: 



    For non-escalation cases
    New Value Previous Value Definition
    Unassigned N/A Case has been submitted and is pending assignment
    In progress Open - Discovery In Progress Case is assigned and work is in progress
    Waiting Customer Open - Discovery In Progress Indicates case is pending customer response
    Customer Responded Open - Discovery In Progress Indicates case is pending GTAC agent response
    Resolution Provided Open - Customer Validation in Progress Case resolution has been provided to the customer
    Escalated Escalated Case requires escalation resources
    Closed Closed Case is closed via customer approval

    For Escalation cases: 
    New Value Previous Value Definition
    Unassigned N/A Case has been submitted and is pending escalation assignment
    In progress Discovery Case is assigned and work is in progress
    Waiting Customer Discovery Indicates case is pending customer response
    Customer Responded Discovery Indicates case is pending GTAC agent response
    Waiting Engineering Discovery Indicates case is pending GTAC Engineering response
    Engineering In Progress Discovery Case is assigned and Engineering work is in progress
    Pending Release Pending Release Defect has been identified and is awaiting a software release
    Resolution Provided Open - Customer Validation in Progress Case resolution has been provided to the customer
    Generally Available Generally Available The software release is available to customer
    Closed Closed Case is closed via customer approval

    Additional notes

      All current open cases will be updated to reflect this new format. Historical cases will remain unchanged.