A support request can have the following states:
- New - request has been received and is awaiting action
- In Progress - request has been assigned to an agent and is being actioned
- Problem - a problem has been encountered with resolving/completing the request
- Successful - request has been successfully completed
- Cancelled - request could not be successfully completed and as such was cancelled.
Successful and Cancelled are 'terminal' states, meaning you cannot transition to another state once the terminal state has been set. Once a support request reaches a terminal state, it is considered 'complete'.
To change the status of a support request
- On the Request details page, click on the Status dropdown to display a list of status options.
- Click the required status from the Status dropdown.
The support request will change to the state you selected.
Customers can track the status and history of all their support requests in the Customer Portal > Requests zone.
