When we moved over to the new Support portal, we have migrated as much from the existing tickets as possible.
A few important notes :
1. Ticket states
There are less tickets states than in the previous tool: we have migrated all the previous states.
There is a new field that contains the status of tickets that are in the backlog of R&D.
|Status -old||Status -new||R&D status (new field)|
|Waiting for assessment||Open|
|Work in progress||Open|
|Pending Customer Information||Pending|
|Planned for release||On-hold||Planned for release|
|Nominated for release||On-hold||Nominated for release|
|Scheduled for backlog (<6mnths)||On-hold||Scheduled for backlog (<6mnths)|
|Scheduled for backlog (>6mnths)||On-hold||Not yet planned for release|
|Expected release (<6 Months)||On-hold||Scheduled for backlog (<6mnths)|
|Not yet planned for release||On-hold||Not yet planned for release|
|Solved Pending follow-up||Solved|
|Cancelled by Mendix||Closed|
|Cancelled by requester||Closed|
2. Ticket correspondence
Both mails and notes from the previous tool have been migrated into notes in the new tool.
Attachments have not been migrated. Mendix Support has full access of the previous tool and the attachments and can update a ticket with the relevant attachments.
4. Affected App
The affected app of a ticket has not been migrated. After the initial load tickets do not have an affected app attached to them. This can be done by both the ticket requester and Mendix Support whenever relevant, but is not necessary. New tickets always require an affected app.
5. Feature requests
Feature requests have not been migrated, since they will not be handled through the support portal anymore. Existing feature requests are known and taken into account by our product managers. If you would like extra attention for requests you can submit them in our Idea forum.