Why has my support case been closed?
Cases may be closed in the following ways:
•By Wavenet Education engineers
An Wavenet Education Support Team member may close a case immediately after a straightforward request has been received and the requested action has been carried out with no need for further discussion. For example, a URL Categorisation request has been carried out and no further action or comment is required.
•By the user who raised it
A user who raised a case may close the case at any time. On occasion, users have accidentally clicked on the "close" button, unintentionally closing the case and have then been upset to find their questions were not being addressed. If you close the case accidentally, Wavenet Education engineers see only that you have closed the case and assume no action is required so it is important to avoid this happening.
If you are in doubt as to when and by whom your case was closed, please check the automated email you received informing you of its closure. Alternatively, you can log into the support site and open the case to see this information.
In most cases, an Wavenet Education Support Team member will apply an Intent to Close to a case. This alerts the person who originally raised it that the support desk considers the issue resolved and the engineer involved is awaiting the person's agreement.
An Intent to Close notice warns that, with no additional comments added to the case, the case will be closed automatically, approximately two working days after you read this message or thirty days after this message is posted (whichever is sooner).
Users are welcome (and indeed encouraged) to close the case manually at any time during that time period.
Cases cannot be kept open indefinitely so it is possible that a support case will be raised on the same issue in the future if the situation surrounding the issue has changed.
Please note that an issue resolution does not mean that the original user request has been met as there may be a number of reasons why a request cannot be agreed to (in many cases this may be for policy or technical reasons). However, the case is considered resolved if an answer has been given. It should be noted that a rejection of a request might count as an issue resolution.
