When your incident is resolved Product Support closes your case and sends email out from Help Desk indicating the resolution. Incidents may be closed with a variety of different resolutions and the primary resolutions are described as follows:
•Technical information on a particular feature or function or documentation needs to be provided
•An alternate procedure (workaround) needs to be provided
•Formal enhancement request to the engineering department needs to be submitted (enhancement requests are analyzed and prioritized for resolution in future software releases; submission of an enhancement request does not guarantee when it will be incorporated)
•Incidents for time-sensitive, critical issues need to be escalated