Overview
Every case you open in the Service Management Portal follows a clear lifecycle. Understanding these stages helps you know what is happening behind the scenes, what to expect next, and when you may need to provide additional information.
The lifecycle includes the following stages:
New
Open
On Hold
Resolved
Closed
Cancelled
Each stage represents a specific moment in the handling of your case.
New
Your case has just been created and is waiting to be reviewed by the Arxus Support Team.
At this stage:
All information you provided is captured and logged
A case number is assigned
You receive an email confirmation
The case is visible in your case overview and in the dashboard
What you may need to do:
If essential details are missing, the support team may contact you for clarification.
Open
Your case is actively being worked on by an Arxus engineer or support agent.
This stage covers activities such as:
Investigating the issue
Performing technical checks
Applying a fix or temporary workaround
Coordinating with internal teams when needed
What you may need to do:
Please reply promptly if the support team asks for additional details, this speeds up resolution.
Awaiting Info
Status is marked as “Awaiting Info,” please provide the requested information so your case can move forward.
Waiting for more information from you
On Hold
Your case is temporarily paused because the next action depends on something outside the immediate control of the support engineer.
Typical reasons include:
Waiting for third-party input
Waiting for planned work, maintenance, or scheduling
Waiting for an approval inside your organization (if applicable)
Your case remains visible and monitored, but active work is paused until the blocking condition is resolved. By clicking on the case, you will be able to view the reason why your case was put on hold.
Resolved
A solution or workaround has been applied, and the support engineer believes your issue is fixed.
When a case reaches this stage:
You receive a notification of the proposed resolution
The case is kept in a Resolved state for a short period
During this time, you can contest the resolution if the issue persists
If no further action is needed from your side, the case will automatically transition to Closed.
What you may need to do:
Test the resolution.
If the issue is still present, reply directly to the case so it can be reopened.
Closed
The case is fully completed.
At this stage:
No further actions are taken
The resolution has been accepted (explicitly or automatically)
The case is archived for reference
If the issue appears again after closure, a new case should be created.
Cancelled
A case may be cancelled when:
It was created in error
The issue was resolved before the case was processed
The request is no longer needed
Case was a duplicate.
Cancelled cases remain visible for audit and tracking, but no further actions are taken.
Where to Track Your Case
You can follow the real-time status of your case at any moment via:
Case Overview – shows all open and closed cases
Case Details Page – timeline, comments, updates, and attachments
Open Cases Dashboard.
All updates are also sent to you by email.
Get Help
If you need more help, contact your Customer Success Manager, reach out to our Service Desk support, or type your question in the chat to our support team. They will be ready to assist you.