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- Normal status cases should have a response within 2 business days (High = 1 business day, Low = 3 business days)
- Note that opening multiple cases for the same issue is unlikely to generate additional attention for your issue – in fact, it is more likely to split attention. Adding more examples or escalating the case is a better bet.
- Similarly, assigning a “High” priority to a case that doesn’t meet Ex Libris’ description of priority is unlikely to get extra attention for the issue. You can always bring this case to Brandon’s attention for extra monitoring.
- You request an update by adding a comment to your open case. This lets the assigned support rep know there has been an update to the case.
- If you don’t get a response to a request for an update, you can email Brandon and ask him to escalate
Description of case statuses (from
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Support Center site)
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does meanNew Tier 1 Analysis | Tier 1 Support is investigating the Case.| In Progress | our Support teams are investigating the case. If it's a customer question, they are working to provide an answer. |
If | If it is a problem report, they are working on providing a diagnosis (for example: determine if the problem is a local configuration problem, a known issue, a product defect, or an enhancement request). |
In Progress - Tier 1
In Progress - Tier 2 | Our Tier 1 or Tier 2 Support teams are investigating the case. |
| Pending Customer |
ReplyInput
(Formerly: Pending Customer |
Response| Reply) | Support has requested that the customer provide additional information to help us investigate the Case. |
Further Further work on the Case is pending a response from the customer.
After two weeks in this Status a reminder email is sent to the Customer. |
After | After two additional weeks, the Case |
is put into Closing status. After two more weeks in Closing status, the Case is Closed.Update Received(Formerly: Waiting for Processwill be Closed.
Note: Due to COVID-19 situation, we have doubled the time in which a case is Pending Customer Input from four weeks (28 days) to eight weeks (56 days). After eight weeks the case will be Closed.
This is a temporary change until further notice. |
| Update Received | When customers respond to a request for additional information, this Status notifies Support that you are waiting for us to process the new information and continue our investigation |
.Tier 2 New | The Tier 1 Team may hand off the Case to Tier 2 for deeper analysis under the following conditions: Tier 1 is consulting with a Tier 2 product expert to assist with the investigation; The problem requires deeper analysis by an Analyst with greater product knowledge and experience; Tier 1 has identified a product Defect, and is sending the Case to Tier 2 to verify that a defect exists. |
Tier 2 Analysis | A Tier 2 Analyst has been assigned the Case, and their analysis is underway. |
Tier 2 W4I | Tier 2 has contacted Tier 1 with an internal request for additional information from the Tier 1 Analyst. |
Tier 1 Answer to Tier 2 | Tier 1 response to an internal request from Tier 2 for more information. |
Tier 2 Closed | Tier 2 response to an internal request from Tier 1 for information or troubleshooting assistance| . |
| Pending Work Plan | Tier 2 has presented a defect to Development for evaluation, and Development has determined that the issue is still under consideration to be included in a future work plan for the relevant product.
Cases in Pending Work Plan status will be reassessed by Support and Development periodically. |
If | If the assessment results in the issue moving into the work plan, the Case status will change to Development. |
If | If the Case is not moved into the work plan after 24 months, the Case will |
change to Closing statusbe Closed.
This Status will only be used for Cases where the customer defined the priority as Normal or Low, and will not be used when an issue affects several institutions. |
| Pending Development |
(Formerly: Development) | Tier 2 has reviewed the Case and transferred it to the Development Team for one of the following reasons: |
- - Tier 2 is requesting assistance from Development in diagnosing a problem or validating a defect report;
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- - Tier 2 has validated a product defect, and is sending it to Development to create a fix.
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| Pending Release | When a defect fix has been embedded into the code of a future release, the |
Ex Libris | Support Analyst that owns your Case will change the status to Pending Release. |
| Pending Customer Testing | Two weeks after we release a defect fix via a SP/release, Cases resolved by the release will have their status changed from Pending Release to |
Closing| Awaiting Customer Confirmation. |
| However, if you are not yet ready to have the Case close, customers can change the Status to Pending Customer Testing. |
This | This Status indicates that the customer is applying the fix and/or reviewing it to confirm the problem has been fixed. |
Cases To ensure the most efficient case handling and that cases are assigned to the most appropriate support expert, this case | Cases in Pending Customer Testing status will automatically close after 11 months. |
Shared with PQ | | Pending Content Operations | The Case was transferred to the |
ProQuest Support Center for further analysis. All updates and future activity will be completed from the ProQuest Support Center. Pending Vendor Input
(Formerly: Waiting for Vendor Input) | The KB Content Operations team for one of the following reasons:- Configuration or maintenance of ingestion automation
- New content ingestion
- Content alignment and clean-up projects, big scale collections updates
- Cataloging activities, authorities updates and MARC records enrichment
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| Pending Third Party Vendor | The Content Team is working on a Case that is waiting on necessary information or intervention by a third-party Vendor. |
| Pending |
Product Review(Formerly: Manager ) | The request in the Case has been identified as a product enhancement, and referred to the Product Manager for review. |
Because | Because Product Management is primarily tracking enhancements via the Idea Exchange and the ELUNA/IGeLU NERS enhancement voting process, this status name change is mostly relevant only for Cases previously created that are already in Product Manager Review status. |
ResolvedAwaiting Customer Confirmation
(Formerly: |
Closing| Resolved) | Support has provided a response to the Case that we believe answers your questions, or addresses a problem that you reported.
If you feel that the response provided by Support does not address your problem or question, please add a Comment to the Case to indicate what further inquiry is needed. |
Closing | this status will automatically switch to Closed after 14 days. |
| Reopened |
(New Status)Previously when a Case was in Closing status and a customer added a new comment, the status would change to Waiting for Process.
As of October 21 2018, we are implementing a new Status called Reopened, which will apply whenever a customer adds a new | The a customer adds a comment to a Case that |
is in Resolved (formerly Closing) status. This will allow Support to differentiate between customer comments for Cases still under investigation (which will trigger the status Update Received), and customer comments for Cases in Resolved status. | was in Awaiting Customer Confirmation, this status notifies support to continue investigation. |
| Closed | The Case has been Closed. |
If | If you are still experiencing the problem described in the Case, or you have experienced a reoccurrence of the problem, please |
submit a new Case, and reference the previous Case number in your Case Description| use the "Clone Case" button to report additional work that is required. |
Things to look out for:
- W4I (Waiting for Information) Flag: Indicates which cases are waiting on an update from you in order to continue – should be checked daily
- Should encompass “Pending Customer Response” and “Pending Customer Testing” statuses
- Check and respond to these regularly to keep movement on addressing the issue going
- Clicking on header reorders your case list either alphabetically or from earliest to latest date
- Reorder the list by “Last updated” heading to look for cases that have not been updated in some time. You should ask for updates for these cases and escalate to Brandon if no response is received
- Cases that have been resolved should be closed using the “Close Case” button. Leaving these open creates more work for everybody and takes time away from other cases that are still open.
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