What is case state "TS_PENDING"

What does this state mean

This is the starting place of any troubleshooting case opening.

For an overview of all case states, you may refer to the case management state schema. We want to keep our case management process as transparent as possible, so the whole process may look a bit overwhelming. Nevertheless, please be convinced that the process is developed from years of experience to handle problems effectively using limited resources, if applied properly.

In the TS_PENDING state, the case has not yet been processed. Client must fill in and review necessary information. After all information is confirmed by the client, who should submit the case by changing to IDENTIFY state.

Internal notes for staff

None.