What to Expect: New GTAC Case Statuses

  • 1 July 2020
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Userlevel 5

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.

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