The DrCloudEHR Support Team uses multiple ticket statuses to inform the Client of the progress of support tickets.


The definitions are as follows:


Open: EnSoftek has received the ticket and has not yet reviewed the request.

In Progress/Fix in Progress: EnSoftek has reviewed the ticket and is currently working on its resolution.

DrCloudEHR Investigating: EnSoftek has received the ticket and is reviewing the request and may reach out with questions.

CR in Progress: A change Request is being created so the Customer can approve. No work is started unless approval is received.

Reporter Verification: A solution has been provided and requires the Customer to verify that the solution is acceptable; once approved, the solution will be deployed to production as necessary, and the ticket will be closed.

Customer Action/Waiting for Customer: This means Customer input may be needed. Either a response to comment on the ticket for further clarification or verification of a solution that is provided.

Deploy the Solution: The solution is deployed to the production system

Solution Provided: Development Team has provided a solution for the ticket, waiting for the Client to review and comment

Closed: All work on the ticket has been completed and verified as complete.

  • No labels