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When you submit a ticket to CourseLeaf, you can see the Status of the ticket through the Dashboard. The statuses (in alphabetical order) are defined as:

Open Ticket Statuses

  • Appointment Scheduled
  • Assessment: Ticket must be assessed by a Support Team Leader to determine further action.
  • Daily.sh Logs: When the nightly update process for CIM or CLSS fails, a ticket is generated automatically with this status. It will be assessed and categorized.
  • Manager Escalation: The ticket has come to escalate@courseleaf.com and will be merged to another ticket.
  • Outstanding: This ticket is in need of action or update by CourseLeaf.
  • Patch Waiting: Work for this task is complete, but the client or CourseLeaf is not ready to deploy it yet. The patch will be deployed at the client's request.
  • Pending Client Feedback: CourseLeaf is waiting on a response from the client before moving forward.
  • Pending Internal Info: CourseLeaf Support is waiting on information from another CourseLeaf department before moving forward.
  • Stale: Ticket has been Pending Client Feedback for three weeks with no response. The ticket will close in two days.
  • Support Rep Working: CourseLeaf support is actively working on this request.
  • With Development: The request requires the Development team to take action.
  • With Development - Deferred: The request requires the Development team to take action at a future time (rare).

Closed Ticket Statuses

  • Appointment Complete 
  • CC Only: Support was only CC'd on an email, no action for us to take.
  • Client Deferred: The task is closed because the client decided to wait on the request.
  • Client Found Solution
  • Client Unreachable
  • Not Supported: The request falls out of bounds of CourseLeaf (rare).
  • OOTO Only: Ticket was generated automatically but only an Out of the Office message was received. No action is required by CourseLeaf or the client.
  • Passed to Implementation: Implementation best positioned to resolve the issue, no action for CourseLeaf Support.
  • Problem Solved
  • Question Answered
  • SOW: The issue was passed to the Consulting team to review for SOW.
  • Sales Request: The Sales team is best positioned to resolve the issue, so no action for CourseLeaf Support.

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