How to track a support ticket

Owned by Former user (Deleted)
Last updated: 14-Feb-13

Emails will no longer be sent to you with confirmation of a ticket number or resolution. It is now your responsibility to check this. 

  1. Go to https://confluence.virginwines.co.uk:8080/secure/Dashboard.jspa?selectPageId=11231
  2. In the 'Quick Search' field enter your ticket number and press enter
  3. It will take you to the ticket page where you can see the status and any comments. 
  4. Status 'Open' means the issue has either not been looked at or work not yet started. 
  5. Status 'In Progress' means work is happening to resolve it.
  6. Status 'Stalled' means that work has been started, but something needs further investigation before it can be completed. 
  7. Status 'Closed' means the issue has been resolved. 
  8. On the right hand side, you can see the assignee name and the reporter name, so you know who to direct your questions to. 
  9. If the ticket cannot be found then it is likely to have been moved to the Development queue as something needs doing code-wise. We ask your patience with these issues as unless it is of dire urgency it may take a while.