There are a couple of important action items to note for the Compiere user when using the Compiere Support Request system.
When a user logs a support request, the initial status of the request is "Waiting Evaluation.” Once Compiere support responds to the issue (for more details or questions), the status is set to "Waiting on Customer.” This status means that the user has to take action by responding and setting back the status to "Waiting Evaluation."
If the request is in "Waiting on Customer" status for more than 10 calendar days and no action is taken, the Compiere system will automatically time out and change the status to "Closed (soft)." This status means that the user can reset the status back to "Waiting Evaluation." An email notification is sent to the user when there is a change to the request. In the event of no further action after status is in "Closed (soft)" the Compiere system waits for another 5 calendar days and then changes the status to "Closed (Final)." After this the user cannot reopen the request, and has to log a new request.
For more information about logging support requests, check out Support Requests.