Alfresco Support Handbook

Case Status Definitions

Alfresco Support use these status definitions when working on your issue.

Status Definition
Pending Customer The case has been responded to by the support team and is either awaiting additional information from the customer or a possible resolution has been provided to the customer.
Alfresco - In Progress The case is being researched and investigated. More information is being gathered from available sources or testing to help identify the problem. The case is awaiting a response from the support team.
Pending Engineering The case is with the Alfresco Engineering team and being investigated as a product bug or enhancement.
Pending Release This case has been identified, resolved, and/or identified for a future service pack and/or product release. As soon as that product update is released, the customer is notified and the case is pushed to the Resolved state.
New The case has been created and entered into the system. The case is awaiting assignment to the appropriate support team member.
Open The case has been responded to by the customer/partner and is awaiting a response from Alfresco. The last public response on the case is from the customer.
Re-Opened The case has been closed in the past and the customer has added a new comment or attachment. The case is awaiting a response from the support team.
On Hold The customer who reported this issue/question requires more time to test or gather information.
Resolved The issue has been resolved to the customer’s satisfaction.
Closed The issue has been addressed or there has not been a customer case response following the standard support update sequence of contacting the customer via the phone and email.

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