Overview:
When a Support Ticket is closed, it is marked with a Reason for Closing Field within the ticket. This field can be populated with a number of different values. Because of this, we want to define the values to make it clearer to our customers.
For L2-L3 tickets processed by Product Support:
| Product Support - Reason for Closing | |
| Configuration Fixed | Configuration was changed to resolve the issue |
| Functionality Confirmed | The standard behavior of the product was confirmed or explained |
| Task Completed | The task requested was completed |
| Product Issue Fixed | A modification to the product or system was made to correct the issue |
| RCA/IR Provided | The RCA/IR (Root Cause Analysis / Incident Report) was released |
| External System Issue | The issue reported was not caused by a Veeva System |
| Outside of Support Scope - Veeva Connect | The ticket requester was directed to Veeva Connect |
| Outside of Support Scope - Account Team | The ticket requester was directed to their Account Team |
| Outside of Support Scope - Services Team | The ticket requester was directed to Managed Services |
| Resolved by Customer | The ticket requester solved the problem on their own |
| Duplicate | The ticket was a duplicate and either closed or merged into another ticket |
For L1 tickets processed by the GSC (Global Support Center):
| GSC - Reason for Closing | |
| Task | This issue was related to a task request |
| Issue Resolved | The question was answered or the issue resolved by Veeva |
| Enhancement Request | The enhancement request was documented and shared with Product |
| Resolved by Customer | The ticket requester solved the problem on their own |
| Outside of Support Scope | The ticket requester was redirected to another team at Veeva or at the customer site |
| Duplicate | The ticket was a duplicate of another ticket |
| No Response | No response was received from the ticket requester |
References:
How to Open a Ticket with Veeva Support?