What do the different issue statuses mean?

The issue has been reported and is awaiting a support analyst to start working on a resolution.
Issues should only be in this state for a limited time.

Issues in this state is being worked on by the assigned support analyst .
Bugs with this status is being analyzed and the support team is trying to reproduce the problem in a controlled environment.
Improvements with this status awaits review for possible inclusion in the product backlog.

Issues where additional information is requested by the reporter. Normally no action is taken on these until the requested information has been provided. To ensure timely processing of incidents, we will send 3 reminders:

• First reminder: If no information is provided by the reporter within 5 working days from ”Waiting for information from Customer”, promoting an issue to a reminder comment is given stating that if no information is provided within a 5 days the issue will be closed.

• Second reminder: If no information is provided by the reporter within 5 working days from First Reminder date, a reminder comment is given stating that if no information is provided within a 5 days the issue will be closed.

• Third reminder and Resolved: If no information is provided by the reporter within 5 working days from Second Reminder date, the incident is promoted to Resolved state with the comment stating that incident is being resolved due to lack of response from Customer side.

Issues are pending due to multiple reasons like Waiting for RnD, Waiting for GLKM etc.

The issue has been Escalated by the reporter. This is an indication that the issue is not responded in time or resolution was not satisfactory.

For issues with this status a resolution has been provided so that the reporter can verify if the provided resolution solves the problem. Issue can be reopened from this state

Issues will be moved to closed state if there is no action on that issue for 21 Days via an automation. No further action is taken on the issues with this status. If an issue reoccurs, customer shall submit new incident and provide refence to related (Closed) incident. Issue can not be reopened from this state