4. Statuses and support flow

Content

Statuses

There are 6 different statuses that a request can have:

1. Waiting for support
2. Reviewing
3. Resolving issue
4. Waiting for customer
5. Waiting for verification
6. Closed

Support flow

Support requests that are requested follow the following flow through the service desk:

When a new request is created, the request gets assigned the status 'Waiting for Support'.

Waiting for support: The request is added to the request queue and a support agent will look into the request. When this happens, the status will be changed to Reviewing. 

Reviewing: When the request has the status reviewing, there are two different options. 

• The support agent needs feedback from the customer. The support agent adds a comment to the request describing the necessary feedback. The request status will change to Waiting for customer.
• The request is clear to the support agent. Adaption will start resolving the issue and the status will change to Resolving issue.

Waiting for customer:  When the customer adds the requested feedback (a comment on the request) via the portal the status will change to Waiting for support. 

Resolving issue: If Adaption is resolving the request and additional feedback is needed, the process Waiting for customer will start again. If the request is resolved without the need for any further feedback, the status will change to Waiting for verification.

Waiting for verification: The request is resolved by Adaption and it awaits verification from the customer. There are two options:

The customer does not verify that the request is resolved and adds a comment saying: 'Not fixed, because "the reason why the request is not fixed". The status will change to Waiting for support.

If the customer does verify that the request is resolved and adds a comment saying": 'Fixed', because "The reason why the request is fixed". The status of the request will be changed to Closed.