| Support Category: |
| Specialist Notes: |
IMPORTANT! This process applies only to DOC Census, NOAA, NOAA OMAO, NOAA Seafood Inspection, NWS, OS, and USPTO. |
When a user requests an update on a previously escalated and Closed ticket, review the original ticket and confirm whether the request was resolved. Then, follow the applicable scenario below.
Scenario | Resolved | Not Resolved |
| User contacts us via chat | Provide the resolution in chat. No new ticket is needed. | Create a new ticket and escalate it to the Administrators. |
| User submits a new ticket | Reply to the user in the new ticket with the resolution. | Escalate the new ticket to the Administrators. |
User replies to the original closed ticket | Review the original ticket, then reply to the user in the new ticket with the resolution. | Review the original ticket, then escalate the new ticket to the Administrators. |
PLEASE NOTE: When a user replies to a closed ticket, a new ticket is automatically created and references the original ticket.
NOTES FOR TICKET PROCESSORS! For unresolved requests, use the User Following Up on Closed Tickets | Escalation to Admins SR template. After escalating, set the new ticket to Closed. |
| Standard Response: |
