Status Sub-status

New
Initial Review
In Process
Research
Customer Update

Pending
Code Fix

Fix ETA

Customer Action
Pending Customer Input
Solution Provided

Implemented in Test

Pending Customer Confirmation

Completed
Resolved
Implemented in Test

Cancelled

Confirmed
Definition
The service request has been submitted and has yet to be reviewed.
The service request has been submitted and has yet to be reviewed.
The service request has been opened and reviewed.
The service request issue is being researched, engaging additional resources. 
The customer has provided additional information or a response to pending request
for input.
The service request is waiting on additional information from another team. 
A Change Request has been approved to be fixed in a Service Pack (SP) or in a
Hot Fix (HF). The Service Request will be updated with a delivery date/projection.
Support and Engineering have determined a code change is required to resolve the
Service Request, a Change Request (CR) has been filed for the reported issue
with Engineering and is either pending approval or a fix date. The investigation will
continue with the aim to design/develop a solution. Additional details about the fix
will be communicated.
The customer needs to supply additional information or actions.
The specialist is waiting on additional, requested information from the customer.
Support has provided a solution to the customer's Service Request. The customer
is encouraged to review the solution in detail and confirm or reject the solution
provided. If confirmed, the Service Request will close. If the solution provided is
rejected, the Support representative will continue investigation to bring further
clarity or resolution.
Support has provided a solution to a change request or fix that requires test site
implementation. The customer must test, review and approve the changes before
they are implemented into production.
Support has provided a solution for the reported issue and awaits confirmation from
the customer.
The service request is closed.
The service request issue has been resolved by a product specialist. 
Support has provided a solution to a change request or fix that requires test site
implementation. The customer must test, review and approve the changes before
they are implemented into production.
The service request was closed because it is a duplicate, or the issue is no longer
valid. 
The service request has been closed and can no longer be edited or reopened.