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    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.

    Note:  The list below reflects some changes that are taking place on October, 21, 2018.  For more information on these changes, please see:
    CX/GSO Alignment Project: Ex Libris Support Portal Changes October 2018.

     

     

    Status

    What does it mean?

    New
     

    A New Case.

    Tier 1 Analysis

    Tier 1 Support is 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).

    Pending Customer Reply
    (Formerly: Pending Customer Response)

    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 is put into Resolved status.  After two more weeks in Resolved status, the Case is Closed.

    Update Received
    (Formerly: Waiting for Process

    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.

    Tier 2 New

    The Tier 1 Team may hand off the Case to Tier 2 for deeper analysis under the following conditions:

    Tier 1 is consulting with a Tier 2 product expert to assist with the investigation;

    The problem requires deeper analysis by an Analyst with greater product knowledge and experience;

    Tier 1 has identified a product Defect, and is sending the Case to Tier 2 to verify that a defect exists.

    Tier 2 Analysis

    A Tier 2 Analyst has been assigned the Case, and their analysis is underway.

    Tier 2 W4I

    Tier 2 has contacted Tier 1 with an internal request for additional information from the Tier 1 Analyst.

    Tier 1 Answer to Tier 2

    Tier 1 response to an internal request from Tier 2 for more information.

    Tier 2 Closed

    Tier 2 response to an internal request from Tier 1 for information or troubleshooting assistance.

    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 change to Resolved status. 

     

    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
    (Formerly: 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.

    Shared with PQ

    To ensure the most efficient case handling and that cases are assigned to the most appropriate support expert, this case was transferred to the ProQuest Support Center for further analysis. 
    All updates and future activity will be completed from the ProQuest Support Center. 

    Pending  Vendor Input
    (Formerly: Waiting for Vendor Input)

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

    Pending Product Review
    (Formerly: Product Manager 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.

    Resolved
    (Formerly: Closing)

    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 Resolved status will automatically switch to Closed after 14 days.

    Reopened
    (New Status)

    Previously when a Case was in Resolved status and a customer added a new comment, the status would change to Waiting for Process.  

    As of October 21 2018, we are implementing a new Status called Reopened, which will apply whenever a customer adds a new comment to a Case that is in Resolved (formerly Closing) status.  This will allow Support to differentiate between customer comments for Cases still under investigation (which will trigger the status Update Received), and customer comments for Cases in Resolved status. 

    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 submit a new Case, and reference the previous Case number in your Case Description.

     

     

    Additional Information

    Full guide for the Support Portal:

    Support Portal User Guide - English

    Salesforce CRM Kundenportal Dokumentation

    Guida all'uso del Portale Clienti Salesforce - CRM

     

    For emergency support: 24X7 Hub System Down Support FAQ

     

     


    • Article last edited: 7-September-2016