When you submit a request to Alma Support, it becomes a ticket. Each ticket has a status that tells you who is working on it and what happens next. This article explains each status you may see, when you are notified, and when a ticket closes automatically.
Note: Not every status is used on every type of request, so you may not see all of the statuses below on your ticket.
Submitted
Status | What it means |
Request Received | Your request was received and is in the queue. |
In Progress
Status | What it means |
Alma's Support Team is working on your request | The Support Team is investigating or troubleshooting your request. |
Alma's State Reporting Team is working on your request | The State Reporting Team is working on your request. |
Request ticketed with Alma Engineers | Your request was sent to Alma Engineers and is waiting to be picked up. |
An engineer is currently working on this request. | An engineer is working on a fix. |
This request is under final review and nearing completion. | The fix is in final review and testing. |
Workaround in place, fix in progress with Alma Engineers | The Support Team gave you a workaround. The permanent fix is still with Alma Engineers. |
Alma's State Reporting Team is following up with the state | The State Reporting Team is waiting on the state department of education or another agency. |
Waiting on You
Status | What it means |
Alma needs additional information from you | The Support Team needs more information to continue. If there is no reply within 14 days, the ticket closes automatically. |
Did you have any follow up questions for our team? | The Support Team answered your question and is checking whether you need anything else. If there is no reply within 7 days, the ticket closes automatically. |
Resolved
Status | What it means |
Resolved | Your request is complete. |
This request has been completed. Please verify on your end. | Alma Engineers released a fix. Check that the issue is resolved for you. The ticket closes after 7 days unless you reply. |
Feedback shared with the Product Team | Your request was logged as product feedback for the Product Team. |
Feedback is possible in Alma | What you asked for already exists in Alma. |
Closed due to no response | The ticket closed because there was no reply within the stated time. |
When You Are Notified
You receive a notification each time your ticket's status changes, except for "Alma's Support Team is working on your request" and "Alma's State Reporting Team is working on your request." Those two statuses update without a notification.
When your request is sent to Alma Engineers, the status updates on its own as the work moves forward, from "Request ticketed with Alma Engineers" through "This request has been completed. Please verify on your end." You do not need to ask for an update.
When a Ticket Closes Automatically
Some statuses close the ticket if there is no reply within a set time:
14 days: "Alma needs additional information from you"
7 days: "Did you have any follow up questions for our team?" and "This request has been completed. Please verify on your end."
Pro-Tip: To keep a ticket open, reply to it before the time runs out. A reply keeps the ticket open so the team can follow up with you.