Important Points to Note

When Support team needs more information/confirmation, the status is changed to “WAITING FOR CUSTOMER”.

If the requestor provides more information via email or directly updates the ticket on portal, the status is automatically changed to OPEN.

Once the Support Team provides resolution details, the status is changed to RESOLVED. However, this is not the final status.

If requestor feels the issue is not resolved, s/he may choose to REOPEN.