What is the status of my ticket?

In the request overview or the detail view of a ticket you can see the current processing status of your ticket. In addition, you can filter tickets in the ticket overview according to a specific processing status.

As the creator of a ticket, you will be informed by default via email when the status of the ticket has changed. If another user created the ticket, but you want email notifications about status changes, open the detail view of the ticket and click the bell:

Available status

Your tickets can have the following processing statuses:

Processing status	Description
Open	Your ticket is waiting for support to start processing the request.
In progress	Support will process your ticket.
Clarification	Support has a query for the ticket creator and asks it via comment in the ticket. Note: Support will not continue working on the ticket until you have provided your feedback.
Blocked	Support has stopped processing your ticket. Example: The status can be set if your ticket is dependent on another task and can only be completed when the other task is completed.
Handover to Dev	Your ticket has been forwarded to development. Support writes appropriate comments in the ticket when there is feedback from development.
Under evaluation DEV	The development department checks your ticket to see whether the information is complete and whether it will be implemented.
Scheduled DEV	Development has scheduled the implementation of your ticket and assigned it to a fix version. Example: Development plans to implement your ticket with the next release.
Customer Acceptance	Your ticket is solved from the support point of view. With this status, the ticket creator is prompted to confirm via comment that the issue is resolved. As soon as the creator has submitted the comment, the status is automatically set back to Open. Note: Support will not continue working on the ticket until you have provided your feedback.
Waiting for release	Your request will be implemented with a future Aeneis release.
Closed	Your ticket has been closed and cannot be reopened.