We use various measures to properly categorize support request tickets. Please refer to the information tables below for definitions of Type, Status, and Priority of support tickets.
Type
| Type | Description |
| Issue | Any problem that needs investigation. It could be a bug or a requirement change. |
| Task | Planned work as part of a ticket or development of a project. |
| Bug | Any problem in existing module or funtionality, or missing functionality. |
| Question | General questions. Explaining something or provide DIY advice. |
Status
| Status | Description |
| Open | Initial state - ticket is received but not yet assigned. |
| Assigned | Ticket is assigned to a staff member but the work has not yet begun. |
| In Progress | Ticket is currently being worked on. |
| On Hold | Work on the ticket is on hold awaiting additional information, 3rd party response, etc. |
| Resolved | Ticket has been resolved and awaits testing/confirmation and/or payment from client. |
| Closed | Ticket has been verified by client to be fixed/resolved and work is completed. |
Priority
| Priority | Description |
| Low | When you have time. |
| Normal | Soon please, if possible. |
| High | This is holding me up! |
| Urgent | I need this right away! |
| Emergency | Drop everything else! |