We have are researching (often in conjunction with hardware and software vendors), testing, or implementing a solution, but have not made enough progress to provide a complete resolution to the requestor.

We have requested additional information from the case requestor or have provided a solution, but are awaiting feedback as to whether the solution resolved the issue.

We request that you advise us when a case is resolved (either via a recommendation we made or via your own research and testing). This helps us effectively manage our case load while simultaneously helping us to build a knowledge base that helps us resolve similar issues in the future.

When we submit a solution to a requestor, we ask for a reply indicating to us that the recommendation has worked, or that additional research is needed on our part. If we don't hear back from the requestor after 5 business days elapse, we submit a follow up request for such acknowledgement. At that time we advise the requestor that we will assume the case is resolved and mark the case as such if we don't receive a response after 5 (additional) business days. If we don't receive a reply after this second set of 5 business days, we mark the case resolved.

When ProDesk marks a case resolved in Remedy, the case remains active for 14 days after which it is automatically closed by Remedy.

This case was marked resolved for more than 14 consecutive days and was therefore automatically closed by Remedy. Once a case is closed by the system, it cannot be re-activated.

In the event you contact us regarding a case that has been closed by the system, we will open a new case and provide you with a new Case Reference number. We will refer to the earlier (closed) case in the description field of the new case.