Process Update: Retirement of the "Waiting for Release" Status in Level II Support Requests

Environment

• Product: SOLABS QM10
• Module: Level II Support — Customer Request (CREQ) Workflow
• Reference Document: CP000002 – Service Level Agreement (SLA)

Issue / Symptoms

Customers may observe or experience one or more of the following:

• Customer Requests (CREQs) that were previously in a "Waiting for Release" status have been closed or are no longer visible as open tickets.
• Uncertainty about whether a reported issue has been fully addressed when no open CREQ is present.
• Questions about how development-related fixes will be tracked and communicated following CREQ closure.
• Confusion regarding the relationship between a support request and a development ticket.

Cause

Prior to February 16, 2026, the Level II Support workflow included a "Waiting for Release" status, which kept Customer Requests (CREQs) open after the support investigation and intervention were complete, pending a future software release.

This practice resulted in:

• CREQs remaining open for extended periods — in some cases, years — due to low-priority issues or issues that did not recur.
• Customers being uncertain whether their issue had been resolved, since the open CREQ status implied ongoing action.
• Support and development activities being conflated within the same tracking item, reducing reporting accuracy and transparency.

Resolution

Summary of Changes

The "Waiting for Release" status has been retired from the Level II Support workflow. The updated process is as follows:

1. When a customer contacts the support team, a Customer Request (CREQ) is opened to track the specific reported issue.
2. Once the issue is investigated and resolved, the CREQ is closed — it will no longer remain open pending a future software release.
3. If a code modification is required to prevent the issue from recurring, a development ticket (QMST or SQP) is created in the development team's dashboard and managed according to their internal procedure.
4. Development activities continue as normal and are not impacted by this change.

Understanding the Difference Between a CREQ and a Development Ticket

Additional Information

Ongoing Visibility into Release-Related Items

For items that move into the development release backlog following support completion, customers retain visibility through their assigned development ticket numbers (QMST and SQP). These are communicated via:

• A quarterly published list of known issues, available in the eRoom.

This ensures customers remain informed of the status of development-related items while allowing support requests to close accurately once service delivery is complete.

Why This Change Was Made

This process update supports two key objectives:

• Clearer distinction between support and development activities: Level II Support requests now focus strictly on support-related investigation and intervention. Development and release activities are managed through the appropriate channels.
• Improved accuracy and clarity in reporting: Retiring the "Waiting for Release" status prevents completed support requests from remaining open for extended periods, resulting in more accurate and meaningful reporting.

Service Commitment

This change does not impact the quality, scope, or commitment of SOLABS support services.

Related Documents

• CP000002 – Service Level Agreement (SLA)
• SOLABS Level II Support Process documentation