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Case status

Different statuses are used throughout the lifecycle of a case.

Case statusDescription
New RaisedCustomer has opened the case.
With SDLThe Support team is working on the case.
With CustomerAction and/or response from the customer is required.
Pending FixHotfix is in the process of being created/the issue is pending rollout of a Cloud update containing fix.
ResolvedWorkaround, explanation and/or fix has been provided.
Resolved (Defect Raised)Workaround or explanation provided and a defect has been raised with the development team.
ClosedCase is now archived and can no longer be updated - if the issue reoccurs, a new case needs to be logged.
Closed (Defect Raised)Case is now archived and can no longer be updated - the associated defect raised with the development team remains open.

When a case is set to either of the 'resolved' statuses by an SDL Support Engineer, there is an option under Quick Actions to confirm the resolution works for you and to select Close Case. If the resolution does not work for you, there is the option to Reopen Case under Quick Actions. The case will be set to status With SDL and the Support team will continue to work on it.

After a case is closed, it is moved to the Closed section in My Support. Closed cases cannot be reopened.