Adobe Commerce Support ticket lifecycle policy update

This article provides information about Adobe Commerce Support ticket lifecycle policy update.

The following table illustrates the updated scenarios. You can find details for each scenario in the section below.

	Ticket status	Days to "Solved"	Days to "Closed"	Notification timing
Engineer provides solution	"Awaiting your reply"	3	6	Days 3 and 6
Awaiting information from customer	"Awaiting your reply"	N/A	6	Days 1, 3 and 6
Customer sets to "Solved" or requests engineer to set to "Solved"	"Solved"	Immediate	1	Day 1

Scenarios in detail

Once a solution is provided to a customer, engineer sets the ticket status to "Awaiting your reply".
If there is no response from the customer for 3 days after the status is changed to "Awaiting your reply" - the ticket is moved to "Solved" and the customer is notified.
If there is no response from the customer for 6 days after the status is changed to "Awaiting your reply" - the ticket is closed and the customer is notified.

If an update from the customer is required, engineer sets the ticket to "Awaiting your reply".
Notifications are sent to the customer on day 1 and 3 requesting customer follow up.
If there is no response from the customer for 6 days after the status is changed to "Awaiting your reply" - the ticket is closed and the customer is notified.

When a ticket is set to "Solved" by a customer, it is closed in one day and the customer is notified.

When a customer directs Adobe Commerce Support to close the ticket, it is closed in one day and the customer is notified.