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FAQ GGUS-Waiting-For-Submitter-Process

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FAQ GGUS-Waiting-For-Submitter-Process


After discussions in the GGUS-AB, the OMB and the UCB it was agreed implementing a work flow for closing tickets waiting for submitter input after a reasonable time. Details of this work flow are explained in the following paragraphs.

Status value "waiting for reply"

The status value "waiting for reply" should only be used in case of input from the ticket submitter is required. Setting the ticket status to "waiting for reply" in GGUS triggers an email notification to the submitter's mail address registered in the ticket.
After the submitter has replied either by

  • sending an email using the same sender mail address as registered in the ticket or by
  • updating the ticket in web portal using the same credentials/certificate used for submitting the ticket

the ticket status changes to "in progress" automatically. Updates on the ticket done using different credentials/certificates or mail addresses than registered in the ticket will not be recognized as reply by the system and hence have no impact on the work flow.
The status value "waiting for reply" must not be used in case of waiting for input of any other person involved in the solving process.

Work flow

1st action

5 working days after setting the ticket status to "waiting for reply" the first reminder is sent to the ticket submitter requesting input. The ticket will also be added to the ticket monitoring dashboard.

What if I have questions which are not dealt with by this FAQ?

Please submit a GGUS ticket.