Support Ticket Status and Flow

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	Investigation requested from the EdSmart DevOps Team	The issue has been escalated to the EdSmart DevOps Team for further investigation.
5	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.
6	In Progress with an EdSmart Development Team	The ticket has been: Reviewed by Product Management Allocated a place in the roadmap Assigned to a sprint The sprint has started Development work is in progress.
7	Resolved	The support issue has been resolved either by: The EdSmart Support team has triaged and resolved the issue. The issue has been resolved by EdSmart Development and Released to Customer sites.
8	Closed	The Customer is satisfied the issue is resolved.