Translations:Technical support service/4/en

Ticket (Request) Statuses

The status of a request is displayed at the top right of the user's request.

Example of request status display.

The following statuses exist:

• Work in progress - the technical support specialist is currently searching for a solution to the problem. Please wait for a response to this issue.
• Dev waiting - an error in the application's source code has been confirmed. The technical support staff is waiting for this error in the source code to be resolved and for the release of a new version. After the release of a new version of the client application, the technical support staff will contact you to update the client application component with the specified problem.
• Pending - indicates waiting for the solution to be implemented on the SmartPlayer platform side.
• Feedback waiting - is set after the necessary actions that were supposed to solve the user's problem, according to the technical support staff.

After receiving the "Feedback waiting" status, the user will see a clickable "Done" line. This line allows the user to close the request by clicking on it if the provided solution fixed the issue and to write a comment about the work of the technical support specialists. Performing the actions described above, the system automatically changes the status to "Done" (completed).

If the problem was not solved, the user can click on the "Customer reopen case" line and write a comment in the window that appears.

Example of the "Done" line display

• Reopen - is set by the system if the request with the issue was not resolved according to the user.
• Done - the task has been processed by the technical support specialist, and the proposed solution has resolved the user's problem.

After one of the above statuses is set by the technical support staff, the user who created the request will no longer be able to close it.