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Overview of Support Ticket Lifecycle and Best Practices

When a support ticket is submitted to the Product Support team, it will be triaged, assigned, and investigated by a member of the team. Including as much information as possible in the submitted ticket will help Product Support to quickly identify the issue and respond with answers as quickly as possible. This article will cover the lifecycle of a support ticket and best practices for ticket creation.

 

Best Practices

Sharing as much information as possible with the Product Support team can help the team determine what the problem is and reach a resolution as quickly as possible. Some of the most helpful information to the team is:

Who
  • Is the issue impacting multiple people, or specific to one account?
  • What are the names/email addresses for those reporting the problem?
What
  • What was the expected behavior, and what happened instead?
  • What (if any) error messages appeared?
Where
  • What screen was the user on (or attempting to navigate to) when the issue began?
  • What is the URL of the page?
  • In Faculty Activity Reporting (FAR, Faculty180), what database is impacted (production, sandbox, other)?
  • Is the issue occurring in a specific browser (Firefox, Chrome, other)?
When
  • Did the issue begin at a certain time? Was it working as intended previously?
  • Is it ongoing, or intermittent?
  • Does the issue need to be resolved in time for a specific deadline?

If possible, please provide any attachments (screenshots, videos, downloads) to help demonstrate the issue. Screenshots/screen recordings should show the entire screen, including the URL bar, in order to provide Product Support with the most information for their investigation.

 

Ticket Lifecycle

Status Description
New The status that all cases have when they come into the support queue.
Pending on Customer Additional information is needed from the user.  If the client does not respond, a reminder will be sent after 7 days.  If the client still does not respond, the case will automatically close after 14 days total (7 days after the initial reminder).
Open The case is actively being worked on by a support agent
Reopened A case that was previously “Closed” has received a new reply from the user.
Pending Elsevier This status replaces ‘Under Investigation’ and should be used for the majority of cases associated with a Jira ticket.
In Development For use with support cases associated with Jira tickets.  The Jira ticket is with the engineering team, and work is actively being done
Scheduled for Release For use with support cases associated with Jira tickets.  A fix is ready or in QA, and the Jira ticket has been slotted into a sprint.  
Closed The support case is closed, and the issue or question has been resolved.
Closed as Duplicate The case is a duplicate of an existing thread.
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