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Status | Description |
New | Ticket has been filed and is awaiting assignment to an engineer. |
Assigned | Ticket has been assigned to a Support Engineer. |
L1 Triaging | Ticket is being actively investigated by our Level 1 Support Engineers. For minor issues, remediation may also take place while ticket is in this status. |
| L2 Triaging | Ticket has been escalated & is being actively investigated by our Level 2 Support Engineers. For minor issues, remediation may also take place while ticket is in this status. |
| L3 Triaging | Ticket has been escalated & is being actively investigated by our Level 3 Support Engineers/Product Designer. For minor issues, remediation may also take place while ticket is in this status. |
Awaiting Client Response | Awaiting a response from the client. If response is not received within 3 business days, ticket may be marked Pending Resolution. |
Client Response Received | Client has provided a response. Ticket will move from this status to Triaging status once acknowledged by the Support Engineer. |
Create Remediation Plan | A remediation plan is being created. |
Remediation Plan Approval | Remediation Plan is pending peer review. |
Remediation Plan in Progress | Remediation plan has been approved and is being applied to the environment. |
On Hold | A delay has caused this ticket to be unable to move forward. Examples include waiting for a 3rd party vendor, waiting for client testing, or other circumstance outside the direct control of Quavo Support. |
Escalation Review | Tickets in this status are reviewed by a Senior Engineer before next steps are performed. |
Code Change Review | The engineer has determined a change to either the product code or configuration code is required. An escalation resource performs validation of the code change request before forwarding to the appropriate development team. |
Product Issue Review | Ticket has been forwarded to the Product Services team for review. |
Implementation Support Development Review | Ticket has been forwarded to the Implementation Services (Support Development) team for review. |
Story Creation | Issue has been accepted by the development team and is awaiting assignment to a developer. |
Development Required | Ticket has been assigned to a development team. Ticket is not closed and will remain in this status until the code is deployed to your environment. Notes will be added once the update is scheduled to be deployed to your environment. |
Reopened | Ticket was reopened following a response within the Ticket Reopen Window. Ticket will transition back to Assigned status. |
Pending Resolution | Ticket is pending closure following remediation. A comment added to this ticket by customer within 3 days will reopen the ticket. Ticket will be closed after 3 days of no comments are received. |
Resolved | Ticket has transitioned from Pending Resolution to Resolved after 3 days in Pending Resolution status. Comments can no longer be added to tickets in this status. If the issue reappears, please open a new ticket referencing the Resolved ticket number. |
| Being Prioritized | A ticket is being prioritized for the current or future development sprint. |
| Development In Progress | A ticket that requires development work is being addressed by a dedicated developer. |
| Ready for Release | A ticket has made it out of our QA testing and ready to be released to a staging environment. |
| QA Testing | A ticket has made it out of development in progress and the code changes are being tested by our QA team |
| Released To Staging | Our QA team has confirmed the development is working as intended and has deployed the code to your staging environment. |
| Development Status Routing Error | This is an internal Quavo status used for tracking in the event our status automation incorrectly routes a ticket. |
| Resolved Gathering Interest | A ticket has been resolved and is being tracked by Quavo in the event a systemic/client-wide defect OR gap might be occurring. |
| Product Designer Review | A ticket has been escalated to our Product Team and is being reviewed to confirm if this ticket requires a product story and development work needed. |
| Product Development Review | A ticket is being reviewed by a Product Developer to confirm if this ticket needs to be routed to our Product Team for review. |
| Client Integration Review | A ticket has been escalated to our Integration team and is being reviewed to confirm if an Implementation Story is needed for development. |
| Withdrawn | A ticket has been requested by a client or Quavo stakeholder to be withdrawn and no longer worked by Quavo. |
| Resolved No Fixed Planned | A ticket has been resolved with no fix planned confirmed by Quavo. |
Please note, where there is a conflict between this document and a signed agreement, the signed agreement will govern.