Request status
Reopening requests
If you are not satisfied with a resolution, you should reopen your request instead of submitting a new one. For more information, refer to Track a service request.
The following table describes the request status values. For more information, refer to Incident request status .
| Status | Description |
|---|---|
| New | Request is awaiting service. This is the status when a request is first created. |
| In Dev | Resolution is in progress. |
| Pending | Waiting for more information from you. After answering the questions, you must click To Do to submit your answers. If no action is taken within 120 hours, the request moves automatically to Validating status. |
| Validating | Waiting for you to close or reopen the request based on the proposed resolution. At this point, you can either choose Closed, to close the request, or Reopened, to reopen it if you are not satisfied.. If no action is taken within 120 hours, the request moves automatically to Closed status. |
| Reopened | Proposed resolution to a request (in status Restored, Validating, or Resolved) was not satisfactory, and the issue is reopened. |
| Restored | An incident has been addressed, restoring normal operation. |
| Resolved | Incident has been resolved. At this point, you can either close the request or reopen it if you are not satisfied. If no action is taken within 120 hours, the request moves automatically to Closed status. |
| Post Mortem | A workaround has resolved an incident and Pismo is developing a more permanent solution. For more information, refer to Incident lifecycle. |
| Closed | Issue has been resolved to your satisfaction. |
The on-call support team aims to restore normal service operation as quickly as possible. In general, the team acknowledges incident requests within 15 minutes. Mitigation can take up to 4 hours for critical incidents, and up to 3 days for lower-priority incidents. For more information, refer to Incident request status .
Updated about 1 month ago