Skip to main content
ExLibris
  • Subscribe by RSS
  • Ex Libris Knowledge Center

    What is Case Status, and What Does It Mean?

    • Relevant for Installation Type: Dedicated-Direct, Direct, Local, Total Care

    Question

    In Support Cases I see a Status field. What are the different Statuses, and what do they mean?

    Answer

    Support Cases go through many phases (investigation, diagnosis, defect identification, defect verification, development, etc.), are handled by multiple teams (Support, Development, Product Management, etc.), and include communications between Ex Libris and the customer (as well as internal Ex Libris communications).

    The Status field allows us to give customers (and staff) a quick indication of where the Case stands at any particular moment.

     

    The table describes all of the Case Statuses, and what each Status means.

     

    Status

    What does it mean?

    New
     

    A New Case.

    In Progress

    our Support teams are investigating the case. If it's a customer question, they are working to provide an answer.  If it is a problem report, they are working on providing a diagnosis (for example: determine if the problem is a local configuration problem, a known issue, a product defect, or an enhancement request).

    In Progress - Tier 1

    In Progress - Tier 2

    Our Tier 1 or Tier 2 Support teams are investigating the case.

    Pending Customer Input
    (Formerly: Pending Customer Reply)

    Support has requested that the customer provide additional information to help us investigate the Case. Further work on the Case is pending a response from the customer.


    After two weeks in this Status a reminder email is sent to the Customer.  After two additional weeks, the Case will be Closed.

     

    Due to COVID-19 situation, we have doubled the time in which a case is Pending Customer Input from four weeks (28 days) to eight weeks (56 days). After eight weeks the case will be Closed.
    This is a temporary change until further notice.

    Update Received

    When customers respond to a request for additional information, this Status notifies Support that you are waiting for us to process the new information and continue our investigation.

    Pending Work Plan

    Tier 2 has presented a defect to Development for evaluation, and Development has determined that the issue is still under consideration to be included in a future work plan for the relevant product. 

     

    Cases in Pending Work Plan status will be reassessed by Support and Development periodically.  If the assessment results in the issue moving into the work plan, the Case status will change to Development.  If the Case is not moved into the work plan after 24 months, the Case will be Closed. 

     

    This Status will only be used for Cases where the customer defined the priority as Normal or Low, and will not be used when an issue affects several institutions.

    Pending Development
     

    Tier 2 has reviewed the Case and transferred it to the Development Team for one of the following reasons:
    - Tier 2 is requesting assistance from Development in diagnosing a problem or validating a defect report;
    - Tier 2 has validated a product defect, and is sending it to Development to create a fix.

    Pending Release

    When a defect fix has been embedded into the code of a future release, the Ex Libris Support Analyst that owns your Case will change the status to Pending Release.

    Pending Customer Testing

    Two weeks after we release a defect fix via a SP/release, Cases resolved by the release will have their status changed from Pending Release to Resolved.  However, if you are not yet ready to have the Case close, customers can change the Status to Pending Customer Testing.  This Status indicates that the customer is applying the fix and/or reviewing it to confirm the problem has been fixed.  Cases in Pending Customer Testing status will automatically close after 11 months.

    Pending Content Operations The Case was transferred to the Content Operations team for one of the following reasons:

    - Configuration or maintenance of ingestion automation

    - New content ingestion

    - Content alignment and clean-up projects, big scale collections updates

    - Cataloging activities, authorities updates and MARC records enrichment

    Pending Third Party Provider

    The Content Team is working on a Case that is waiting on necessary information or intervention by a third-party provider.

    Pending Product Review

    The request in the Case has been identified as a product enhancement, and referred to the Product Manager for review.  Because Product Management is primarily tracking enhancements via the Idea Exchange and the ELUNA/IGeLU NERS enhancement voting process, this status name change is mostly relevant only for Cases previously created that are already in Product Manager Review status.

    Awaiting Customer Confirmation
    (Formerly: Resolved)

    Support has provided a response to the Case that we believe answers your questions, or addresses a problem that you reported.
    If you feel that the response provided by Support does not address your problem or question, please add a Comment to the Case to indicate what further inquiry is needed.Cases in this status will automatically switch to Closed after 14 days.

    Reopened

    The a customer adds a comment to a Case that was in Awaiting Customer Confirmation, this status notifies support to continue investigation.

    Closed

    The Case has been Closed.  If you are still experiencing the problem described in the Case, or you have experienced a reoccurrence of the problem, please use the "Clone Case" button to report additional work that is required.

     

     

    Additional Information

    Full guide for the Support Center - Support Center User Guide - English

    For emergency support: 24X7 Hub System Down Support FAQ

     

     


    • Article last edited: 15-Nov-2021