What is the status of my ticket?

You are updated about the status of your ticket via email, additionally you can list all your tickets via the portal.

The status of your the tickets is set by the support team, or by an automated workflow.

Below is a list of all the possible statuses applicable to the tickets in the Support portal. Feature Development tickets have different workflow scheme with separate statuses.

Status	Description

Status	Description
To Do	First status after creation. Needs to be picked-up by our support team
In Progress	Support team is busy working on investigating or resolving the issue
IP - Internal	Support team is having an internal discussion on how to proceed with ticket
Waiting for customer feedback	You are requested for input or feedback on the ticket/comment. Note: a ticket in ‘Waiting for customer feedback’ status longer than three weeks (21 days) will be automatically closed and the Reporter will be notified
Feedback	Automated status (following 'Waiting for customer feedback') when a comment has been entered by the Reporter
Planned	There are currently no resources in support team to actively pick up the ticket, and therefor planned in the pipeline
Code review	A code-fix is done and needs to be verified within the team
Development	The fix is ready to test on Development environment (not ORP)
Approve on STG	Solution is deployed to staging and can be tested by user
Planned for deployment	If fix is approved on staging, the ticket is ready for deployment to live/production.
Customer Approval	Reporter needs to confirm the fix is correct on live/production
Ok & Closed	Ticket is on live/production and approved by reporter (Done)

NOTE: In the workflow scheme of the support board, Reporters can give Approvals of the ticket in the status ‘Approve on STG’ and ‘Customer Approval’. If this is declined, the status will automatically go to ‘In Progress’.

Next: How to check your requests? Use the portal to check your requests.