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1.C Understanding the Status of "Resolved"

In order to provide improved clarity on the status of a Support Ticket you have submitted, we rely on a Status called Resolved.  


The intent of the Resolved status is to communicate to you that we believe we have resolved the issue.  When you receive a notice that a ticket has been Resolved, that is a trigger for you to validate that the you are now getting the outcome you expect.


If you conform that that the issue has in fact been resolved, you do not need to take any further action.  The ticket's status will move from Resolved to Closed automatically after 5 days.  However, if after performing your validation you feel that the issue is not been resolved to your satisfaction, then please reply to the resolution email notification with the relevant detail.  Once we receive this, the ticket will then move to an Open or In Progress status. 


This new status will replace the use of the Waiting status for resolved issues.  The use of the Waiting status will now mean that further work on the ticket is pending for reasons that Support will document in the ticket itself.  


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Published: 10/10/2018

Updated: 02/22/2019

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