Understanding Case Statuses
What each support case status means and what action (if any) is required from you.
Status reference
| Status | Meaning | Action required? |
|---|---|---|
| New | Case received, not yet assigned | None — wait for assignment |
| Open | Assigned to an engineer, actively being worked | None — engineer is investigating |
| In Progress | Engineer is actively working on a fix or investigation | None — updates coming |
| Pending Customer | Engineer needs more information from you | Yes — reply to unblock |
| Resolved | Issue has been fixed or answered | Confirm if it worked, or reopen |
| Closed | Case archived after resolution | Reopen if issue recurs |
Status flow
New → Open → In Progress → Pending Customer → Open (loop)
↓
Resolved → Closed
Most cases move through: New → Open → In Progress → Resolved → Closed.
Cases that require your input cycle back to Pending Customer until you reply, at which point they return to Open or In Progress.
Pending Customer — what to do
When a case reaches Pending Customer, you will receive an email notification. The engineer's message will appear in the case thread explaining what they need.
Common requests include:
- Additional logs or error output
- Steps to reproduce the issue in a specific environment
- Confirmation of your current configuration (Terraform state, Kubernetes version, etc.)
- Approval to make a change on your behalf
Cases in Pending Customer status that receive no reply within 14 days are automatically closed. You can reopen a closed case at any time.
Marking a case as resolved
You can mark a case resolved yourself from the My Cases tab if the issue is fixed before an engineer does so. This helps keep your case list clean and signals to the team that no further action is needed.
If the same issue recurs after a case is closed, use the Reopen Case button rather than opening a new case — this preserves the full history and routes you back to the original engineer where possible.
Case closure policy
| Scenario | Closes after |
|---|---|
| No reply on Pending Customer | 14 days |
| Resolved with no objection | 7 days |
| Manual close by customer | Immediately |
Closed cases are never deleted — they remain in your case history for audit and reference purposes.