Support Ticket Status and Flow

Owned by Courtney Turner
Feb 19, 2024

About this page:

This page is designed to provide you with more information on the status of your EdSmart Support Ticket.

Status

Meaning

Status

Meaning

1

Open

The customer or a customer representative has opened the ticket, and it has yet to be triaged.

2

Under review by EdSmart Support

An EdSmart Support Team member has picked this ticket up, assigned it to themselves and is reviewing and triaging it.

3

Requested more information from the customer

The EdSmart Support Team requires more information to replicate the issue.

4

Under consideration for the EdSmart Roadmap

The ticket requires the EdSmart Product Management team to review it and consider where it could be included in the Product Roadmap timeline.

This may be for a Bug Fix, a new idea, or enhancement suggestions to the platform.

5

In Progress with the EdSmart Dev Team

The ticket has been:

  1. Reviewed by Product Management

  2. Allocated a place in the roadmap

  3. Assigned to a sprint

  4. The sprint has started

  5. Development work is in progress.

6

Resolved

The support issue has been resolved either by:

  1. The EdSmart Support team has triaged and resolved the issue.

  2. The issue has been resolved by EdSmart Development and Released to Customer sites.

7

Closed

The Customer is satisfied the issue is resolved.