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Дата индексирования: Mon Apr 11 12:00:41 2016
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Call Status Definitions
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Research and Instrument Analysis Branch
Call Status Definitions

Call StatusDefinitions
Request, or New
  • New call arrived from a User or a different worksapce.
  • At the end of the week calls in progress move to this status (Triage level only).
  • The Agent will be warned after three hours (Triage) or after six hours (Team Level) of inactivity, and again if still unedited.
Needs Attention
  • The Agent needs to look at this call.
  • When the User replies, calls move to this status.
  • The Agent will be warned after two days of inactivity, and again every day thereafter.
Pending User Response
  • The Agent either:
    1. Thinks they solved the problem, but want to leave the call open for a bit.
    2. Asked the user for more information needed to solve the problem.
  • The Agent will be warned after ten (business) days of inactivity, and again every day thereafter.
Pending Expert Response
  • The Agent either has e-mailed the expert and needs a responce before moving forward.
  • The Agent will be warned after two (business) days of inactivity, and again every day thereafter.
Hold
  • The problem can't be solved now, but the Agent wants to be reminded of it (e.g. the next version of pyfits will fix this bug, and the Agent will be e-mailing the User again when that new version comes out).


NOTE: If the Agent thinks that they solved the problem, or is waiting for the user to reply, use "Pending User Response" instead.
Closed
  • The Agent answered the User's question.
  • There is no responce from the User, even after the Agent sends a reminder e-mail.