When an engineer provides a solution

In this scenario, when an engineer offers a solution, the following steps are taken:

  • The engineer sends an update with a proposed solution and the case status is set to “Resolution Provided”.
  • On the 1st, 3rd, & 5th day following the status being set to “Resolution Provided”, follow up notifications are sent to the customer requesting confirmation of the solution provided.
  • If there is no response from the customer for 6 days after the status was set to “Resolution Provided”, the case is set to closed, and a closure notification is sent.

Customers can reopen a closed case within 14 days to continue communication. Beyond 14 days, a new support case can be opened to continue communication related to a previously closed case.

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