CSI Media Client Support Centre

Active List
These are tickets you as the client wish the CSI development team to work on. You must keep this list up-to-date, otherwise work will not proceed on your project.

Should you not have a support contract, or have a support contract and have used your monthly allocation of hours, you will be notified at the beginning of each week whether the tickets you have added to your "Active List" can be completed.

If you having a "fixed price" build then this status is not relevant to your project until after phase 1.
Pending
This is a ticket which is waiting to be moved to the "Active List". These are similar to on-hold, but with a shorter reassignment window.
On-hold
Tickets which are deemed not necessary for completion at the current time, but will require development at a later date.
Closed
These are tickets which are deemed to be complete. Apart from rare occasions tickets will always be closed by yourselves, as doing so indicates that you are happy that the work is complete and / or no further development is required.
Awaiting your feedback
These are tickets which we have replied to by CSI either asking for more clarification, or stating that the work is complete and requesting testing and closure.
Awaiting 3rd party response
Should there be any issues caused by 3rd party suppliers and such, we may contact them requesting that they find a solution. While we are waiting for their response the ticket will be changed to this status.
Auto-closed
These are tickets which have been inactive for a long period of time. Periodically the system goes through the tickets and closes ones set to "Awaiting client action" which are older than a certain number of days.

Statueses which may or may not apply to you
Wishlist
To put it simply, there are always going to be certain things that you would like done to the site which don’t fall under your original specification. This is the way that sites naturally develop so we are all for it. However, it can sometimes cause us difficulties on this type of site, as charging becomes increasingly complex. Sites can become so different from what was originally spec’d for that it becomes a nightmare when trying to sort out bugs etc.
For these reasons we have the wishlist. This is a section of the support system which holds tickets we deem (with your consultation of course) as development not included in the original specification of the site. Once the site is complete, signed off and paid for, we can then move onto these tickets, quote, and do the necessary development in order to get them implemented on the site. We would charge these at your hourly rate or do them in the hours of a support contract should you sign up for one.
Awaiting authorisation
Should your CSI Support account use administration levels, this status will disallow any work to be done on the ticket until it has been authorised by one of your designated administrators. When a ticket is set to this status, an email is sent out to all administrators notifying them that a ticket requires their authorisation. You would use this functionality if you have many CSI Support users in your company, some of which cannot authorise large amounts of work.
Authorisation Confirmed
A ticket marked as confirmed will be worked on as a normal ticket.

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