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      What does the status of a ticket in the Scope Customer Service Portal mean?

      Each service ticket will traverse multiple statuses. This article explains these statuses.

      Below table shows an overview of all possible states of your service and implementation tickets. If your ticket is considered a sales request, it will no longer appear in the Service Portal. 

      Scope Service

      Status Description
      Open - New New ticket, we are not working on it yet.
      Open - Waiting on Riege Your ticket has been assigned to a service agent.
      Open - Waiting on contact We are waiting for your reply/decision on the ticket.* 
      Open - Waiting on other team We need to collaborate with another team to resolve this matter, and we are actively working on it.
      Open - Waiting on update We are waiting for a Scope release that is required for your ticket.
      Open - Resolved We believe that the issue has been solved. We are waiting for you to confirm that the ticket can be closed.*
      Closed The ticket has been closed.**

      Scope Service > Bug Fix

      Status Description
      Open - Waiting on Riege Your ticket has been assigned to a service agent.
      Open - Waiting on contact We are waiting for your reply/decision on the ticket.* 
      Open - Dev eval required We need to involve a developer, we are still working on it.
      Open - Waiting on update We are waiting for a Scope release to become available containing a bug fix that is required for your ticket.
      Closed The ticket has been closed.**

      Scope Service > Feature Request

      Status Description
      Open - Waiting on Riege Your ticket has been assigned to a service agent and is currently being reviewed and analyzed.
      Open - User Story required We need to better understand your feature request and are asking for your input on the ticket.* 
      Open - Dev eval required The ticket is ready to be reviewed by the Product Owner.
      Open - Quoted to customer We have provided you with a quotation for this change and are eagerly awaiting your response.
      Open - Requested accepted A change will be implemented and will appear in a future release of Scope.
      Closed - Requested implemented The change is available in a Scope version.**
      Closed - Requested queued The change has been added to the planning queue.**
      Closed - Request not implemented Unfortunately, it is not feasible to implement the requested change.**

      Other Service

      Status Description
      Open - New New ticket, we are not working on it yet.
      Open - Waiting on Riege Your ticket has been assigned to a service agent.
      Open - Waiting on contact We are waiting for your reply/decision on the ticket.* 
      Closed The ticket has been closed.**

      * If you reply by posting a message on the ticket in the service portal, or reply to an e-mail message on the ticket, the ticket will move back to stage “Waiting on Riege” automatically.

      ** If your ticket has been closed and you believe it is still relevant, we recommend that you submit a new ticket and reference the previous one for context.