Ticket Status

Modified on Wed, 10 Apr 2024 at 10:43 AM

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.

Only Obsolete status tickets can be re-opened within 15 Calendar Days.

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.
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.
Quality Assurance 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.