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.
Service Ticket
| 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 needed to escalate the issue internally to another team, we are still working on it. |
| Open - Waiting on update | We are waiting for a Scope release to become available containing a feature or bug fix 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.** |
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. |
* 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.
** To re-open closed tickets please reply by e-mail.