We are pleased to introduce a feature that allows Partners and Customers to reopen closed BCDs within 30 days, regardless of the resolution code. This ensures any critical questions can be addressed post-closure.
Key Points:
- Reopen Elevation: Available for BCDs closed within the last 30 days. This option is disabled if any comments from WithSecure are older than 30 days.
- Validation: Re-opening requires a Validation token. If none are available, an Investigation token will be used.
- Notification: WithSecure Security Analysts will be notified of reopened tickets.
- Automatic Closure: Reopened Elevations close automatically after 7 days once handled by WithSecure Security Analysts, or after 7 days if customer feedback is required and not received.
- Manual Closure: Partners or Customers can close reopened elevations at any time.
- Non-Elevated BCDs: Follow the “Elevate to WithSecure” process if not previously elevated.
This feature enhances support by addressing concerns even after closure, ensuring no issue goes unresolved.
