Tracking the Status of your Support Ticket

Once you've submitted a support ticket, you can log into your Kuali Support portal account to review all your ticket activity via My activities.  When you click on your name in the top righthand corner other options become available including My activities. 

Within the My Activities it will show you the tickets you've submitted in the My Requests, and any tickets you're copied on in the Requests I'm CC'd on option.  If you are a designated contact for your institution, you will also see an Organization requests tab to see a list of all outstanding issues for your institution.  You can also click into the ticket and add additional comments if you have more information or want an update on the status.

This area also allows you to search your requests by keywords/status or you can use a number of available Search Operators (more info on those can be found here).  Once you open one of your tickets, you can see further information like the current status or updates, and it also allows you to comment directly to add additional information or ask for an update.

You can search by Status by the dropdown by Open, Awaiting your reply, and Solved.  Within the Solved status there are other states of 'Solved', including 'Enhancement logged', and 'Backlog - Unknown ETA'.

Open

We're still looking into the issue or have logged a ticket for our engineers to investigate.

Awaiting your reply

We either need some additional information from you to help us troubleshoot or to confirm that our last response answered your question.

Solved

• Solved: The issue has been resolved or question has been answered.
• Enhancement Logged: Your suggestion for a new feature enhancement has been forwarded to our product team.
• Backlog - Unknown ETA: We have a ticket in our backlog but we're unsure when we'll be able to address due to higher priority issues or workarounds exist to address the issue. Since we're not sure about the timing we are solving the ticket and if the issue is prioritized for work we'll reopen the ticket via a follow-up ticket.

To search by the more refined Solved statuses you can input the below search criteria for each Solved status:

Solved:

custom_status_id:9686289

Enhancement Logged:

custom_status_id:10638192600091

In Backlog - Unknown ETA:

custom_status_id:18205881556123