| HINT: | Windows users can reduce the width of the Service Request table by formatting Date and Time settings to use shorter formats. This is done under "Regional Options" in the Control Panel. |
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The SR (Service Request) list displays:
- SRs determined by the restrictions set in the Service Request history section
- Associated Defect/Enhancement (DR/ER) numbers
- Ten (10) SRs on a page
NOTE: To display additional SRs on a page, used the “Show me XX on a page” drop down to determine the number of SRs on each page. The list can contain as many as 100 SRs on a page.
The numbered boxes in the upper left corner of the list display whichever page is selected. The Next and Previous buttons at the bottom of the page also move between pages.
SR Status definitions
Pending indicates that a Customer Application Engineer (CAE) isworking on the issue. Pending status is automatically assigned when you createa Service Request.
Re-Opened indicates an existing Service Request that was previouslyclosed has been opened again.
Monitor indicates that the Customer Application Engineer believes theissue has been resolved, but is monitoring the issue to make sure it has beenresolved before closing the Service Request. It may also indicate that the CAEis waiting for more information, has postponed work on the issue, or requireshelp to resolve the issue.
Pending CCB indicates that the Service Request and/or the associatedDR/ER is under review by the support and engineering Change Control Board(CCB), to determine what action is needed.
Pending Defect indicates that a software defect has been found in theproduct and a Defect Report (DR) has been submitted to fix the problem. TheService Request remains in this status until the DR is resolved, and then theService Request status is set to Pending Release.
Pending Enhancement indicates that a product enhancement has beenrequested and an Enhancement Request (ER) has been submitted to add or modify afeature. The Service Request remains in this status until the ER is resolved,and then the Service Request status is set to Pending Release.
Pending Release indicates that a DR/ER has been fixed but is not yetavailable for customer distribution. See "Planned Release" versionfor the expected availability.
Pending Vendor indicates that the Service Request requires actionfrom a third party. Third party calls are dispatched by the CAE or SupportCoordinator and remain open until the vendor provides closure on the issue.
Closed indicates that the issue has been resolved to the customer’s satisfaction.
Service Request Detail
To display details of a specific Service Request, click on the SR ID link. The Service Request Detail page is displayed.
From this page you can add Updates to provide additional information about the request to SRs that you own, or view Updates and Activities entered by Mentor Graphics support engineers.