You will no longer be able to CC any Personnel from MathCraft when submitting/creating a ticket.
Tickets submitted via an e-mail with MathCraft Personnel CC'd will be automatically flagged as Spam and will not result in the Ticket being created.
Tickets in Pending Customer Action/Response status for 30 Calendar Days will be automatically marked as Obsolete.
Tickets marked as Resolved or Obsolete cannot be re-opened.
Status | Description |
|---|
Submitted | Ticket has been Created/Submitted. |
Assigned | An Analyst/Engineer has been Assigned to your Ticket. |
In Progress | Your ticket is being actively worked on by the assigned Analyst/Engineer. |
Vendor Troubleshooting | Your issue/inquiry/request is being investigated/analyzed further. |
Pending Customer Action/Response | Your issue/inquiry/request is pending a response/action from you. |
On-Hold [Dependency] | Your request is on-hold due to a dependency or pre-requisite not being met. |
Sprint Backlog | The Feature Request/Change Request has been added to our Sprint Backlog for consideration and will be updated after the Sprint Review, Planning and Refinement is done.The Defect/Issue reported requires code modification and has been added to our upcoming Sprint Backlog to be addressed. Defects are looked at on a case-by-case basis for Sprint prioritization and Overall Story Points. |
Implementing | Your submitted Change Request or Feature Request, or your reported Defect is currently being worked on and is in Implementation stage and will be made available in a Patch or Upcoming Release. |
Preparing for Release | Your submitted Change Request or Feature Request, or your reported Defect has been implemented and is going through internal testing and validation to be rolled out as a Patch or in the Upcoming Release. |
Resolved | Your ticket has been addressed by means of a Workaround, User Training, Knowledge Sharing, or Permanent Fix and is up to your satisfaction. |
Obsolete | You have not responded back to the ticket with answers and additional information. |