C1 – New. You have just raised the case. It is about to be assigned to a Support Engineer who will take ownership of the case. This status is normally very short-lived.
C2 – Assigned. The Support Engineer who owns the case is working with you to investigate and troubleshoot the issue. Depending on the technical specifics of the case, this work may require actions on your side or ours, as it goes on. Cases which do not require a software code change typically spend most of their lifetimes on this status.
C3 – Escalated. The Support Engineer has engaged a member of our Advanced Product Support team, in order to draw on more specialized knowledge about the affected area of our software. The case may move between C2 and C3 in both directions as our team members work to troubleshoot the issue.
C4 – Rapid Response. The case is a critical stability, performance, security or data integrity issue and has been referred to our Rapid Response team for urgent research. The case may move between C4, C3 and C2 as we engage various senior and specialist resources within our organization.
C5 – Development. The case requires a software code change to resolve it, and has been referred to our Development department for research. The case may move between C5, C3 and C2 as we work on it.
C6 – Resolved. We have supplied you with the solution to your case. There may still be an action for you to implement this solution.
C7 – Closed. There is no more action to be taken on the case.
C0 – No Resolution. Although the case is not resolved, no action is practicable at present. This applies, for example, for code fix cases whose fix is not in our product roadmap for the next two releases.
Article Reference Number: KB423965
