What to Expect: New GTAC Case Statuses

Ron_Huygens — Wed, 01 Jul 2020 19:50:00 GMT

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

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

topic What to Expect: New GTAC Case Statuses in General Discussion