The case has recently been assigned to a Helpdesk; little to no work
has yet occurred.
Work in Progress
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
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.
Closed by System
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.