Case has been recently opened and is waiting to be assigned to a Bentley Colleague.
Case has been logged, and the assigned Colleague is in the process of resolving the issue.
Or, user has sent a response back to the case, where the status is automatically updated to "Work in Progress", and the analyst has not had a chance to process the response.
The assigned Colleague needs additional information from the User or Other Bentley Team
The problems mentioned in a logged Bentley Case were not yet completely resolved or explained by 1st tier Technical Support. The AutoPIPE Product development team was contacted about the case in order to conduct additional investigation. User's will receive a thorough response after the Product Development Team has finished their review, and the Bentley Case Status will be changed to reflect the new state.
Or, the problem, according to the Product Development team, revealed a bug that has now been logged. This will be corrected and made available in a future version of the program. Technical assistance will send a letter along with the bug number for future correspondences.
The analyst has communicated a resolution to the user for this logged case, and waiting for the user to verify to resolution by responding or using the provided link to open the case and change the status to close.
The case is confirmed resolved or automatically closed due to lack of response from the User
The case was opened in error, or the issue resolved itself without the need of assistance from Bentley