Help Center Statuses and Priority Levels

There are a few different types of statuses within the workflow of a support ticket in Help Center.  Below is an overview of the 3 categories of statuses you will encounter on a ticket.

System Status

When you create a support ticket in Help Center, you will be asked for details on your System Status.  The first value you will provide pertains to the environment:

Ticket_Status_1_Crop.PNG

This will then prompt you to provide the status of the system in question:

Ticket_Status_2_Crop.PNG

Note: In Help Center, a ticket will automatically be assigned a priority level based on the information you provided in the System Status field when creating the ticket.  

Below is a chart that shows how the System Status corresponds to a priority level:

Environment System Status Priority Level

Production

Completely Shutdown

High

Production

Severely Impacted or Inoperable

High

Production

Unstable with Periodic Interruptions

Normal

Production

Functioning with Limited Capabilities

Normal

Production

Fully Functional with Observed Errors

Normal

Non-Production

Completely Shutdown

Normal

Non-Production

Severely Impacted or Inoperable

Normal

Non- Production

Unstable with Periodic Interruptions

Normal

Non-Production

Functioning with Limited Capabilities

Normal

Non-Production

Fully Functional with Observed Errors

Low

 

Once your ticket has been submitted, a Liferay Support team member will provide acknowledgement of receipt within 1 Business Day.  

The System Status descriptions are based on the severity levels defined in the Enterprise Services Agreement Appendix (Note: High, Normal, Low in Help Center correspond to Critical, Major, Minor in the agreement). The severity level for a particular incident is a part of the ongoing discussion between you and Liferay Support, and may be adjusted as necessary.

Ticket Status

Once you’ve created a ticket, you will be able to easily track its progress by looking at its status.  

Ticket_Status_cropped__2_.PNG

These are the different status labels for a ticket, and what they mean:

  • Open -Your ticket has been assigned to a Customer Service Engineer (CSE) who is currently working on your ticket
  • Awaiting Your Reply -Your CSE has requested additional information, or is waiting for a response from you on a proposed solution
  • Solved -Your CSE has resolved the support issue

Note: Tickets with a Solved status will automatically be closed after 28 days without any comments.  While closed tickets cannot be reopened, you can always create a follow-up ticket on the issue, if needed.

Sub-Status

There is also a Sub-Status field that your CSE will use while working on your ticket.  This field gives more specific information on the current steps in-progress on an open ticket.

Here are the Sub-Statuses you might see on your ticket:

  • Reproduced - Your issue has been successfully reproduced and verified by our Support Engineers
  • Resolution Planning - A Technical Support Engineer is troubleshooting to determine the correct solution for the issue reported
  • Solution Proposed - A solution has been provided and is pending confirmation from you whether it has resolved the issue or not
  • Completed - A resolution for the reported issue has been delivered
  • Inactive - We have requested additional information without response from your team

For any questions, please contact us at customer-service@liferay.com.  

Additional Information

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