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