Periodically, LSPs do not respond to ProDesk requests
for additional information about a case or confirmation that a solution
proposed by ProDesk has actually solved the LSPs issue. In instances
where this occurs, ProDesk will send a final correspondence to the LSP
that includes the following detail:
"If we don't hear back from you by <usually 5 business days
after the date on which this correspondence is sent>, we'll assume
this issue has been resolved for you and mark the case as such."
In cases such as this, ProDesk staff will flag the summary of the case
with the letters CINR (close if no response) followed by a date after
which the case can be marked resolved. Upon marking the case resolved,
ProDesk will send a final notice indicating something like:
"We never heard back from you, so we're assuming that <the
proposed solution> resolved your issue. We're going
to mark this case resolved. Please let us know if you need us to
reopen the case. If we don't hear back from you by <a date 15 days
after the date the case is marked resolved>, the system will automatically
close this case."
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