SR Status Definitions

Customer reply: Civica made the last response to the SR, a reply from the customer is expected.

Customer response: the last response to the SR was made by the customer.

No action: the helpdesk did not have to take any action to resolve the reported problem.

Resolved: the SR has been resolved and is closed.

Written off: this status is automatically applied by the system after a set period of time has elapsed after the last
response from the helpdesk. SRs with a status of Customer reply are written off after 28 days; 7 days after the customer reply status is assigned a reminder email is sent to the customer. If no response is received after a further 21 days then the SR is assigned a status of written off. SRs with a status of Customer testing are written off after 90 days, with the reminder email going out at 60 days.

Quoted: a quote to complete the request described by the initial SR has been sent to the customer. Quote is valid for 30 days. SRs with this status will be 'written off' if no response received from the customer.

Duplicate: two or more SRs describing the same problem have been submitted, 1 or more are closed by assigning the status of Duplicate.

Customer testing: the customer is testing the problem based on advice from the helpdesk.

Dev. Team assist.: the Helpdesk have requested assistance with the issue from the Development team

Dev. Review: previously assigned a status of enhancement this SR is under review for it’s possible inclusion in a future software or client release.

Future release: the SR is resolved by upgrading to a new software or client release.

Assigned: the SR is assigned to a helpdesk team member.

In progress: communication to the customer to advise that work is progressing on the resolution of the SR.

Initial analysis: as the status suggests initial investigation is being conducted into the reported problem.

Enhancement: the SR describes a feature which is not currently available in the software.

Received: the initial status given to a newly submitted SR

Chargeable work: work to resolve this SR is chargeable, an email is sent to customer asking if they require a quote.

Work around: the issue described has not yet been resolved but the helpdesk have suggested a work around to the problem.

On hold: set at the customer’s direction in cases where testing or a response must be put on hold for a period of time.