Support ticket statuses
Last updated on: 2019-09-30
Authored by: Rackspace Support
After you create a support ticket, it can have one of the following statuses, depending on the work done on it:
- In Progress
- Pending Customer
- Pending Rackspace
- Solved
- Closed
The following process explains how a ticket moves through these statuses:
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After the Rackspace Support team reviews a ticket, it moves to the In Progress status.
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If the Support team needs more information from the customer to fix the issue, the ticket might move to the Pending Customer status.
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If the ticket is waiting for an update or release from a vendor, the ticket might move to the Pending Rackspace status.
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If the ticket is waiting for a maintenance window and is not being actively worked, the ticket might move to the Pending Rackspace status.
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When Rackspace resolves the issue, the status changes to Solved.
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After a ticket has a status of Solved, a customer can move the ticket to Closed or reopen it, which changes the status to In Progress.
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If a customer does not explicitly close or reopen a ticket with a Solved status, the ticket automatically goes to the Closed status after a set period of time, depending on the nature of the ticket’s request.
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