Case Central Status Awaiting Client Response?

Denise Hawks

I am unable to reopen Cases through Case Central or by emailing my Case Support person. I have an existing case and my support contact is researching a solution. He asked me for a time that he can get back to me. I responded via email and I have not heard back. On Case Central the Status is:
Awaiting Client Resp


I have had this problem several times, I have begun new cases.

Today, I began a chat to request reengagement. 


What is the best way to update an open Case?

Jen Claudy

I believe he would need to update the Status on Case Central when he receives and handles your email message.


I would venture a guess that something happened and your email didn't get thru.  Most analysts I've encountered are very responsive and timely.  Our IT dept just alerted us to an outbound email delay problem with Microsoft email addresses, which could maybe be causing a problem here...I'm not sure I understand the problem well enough to know.  So I would try another email, or try entering an update in Case Central yourself...or you can call and enter either the analyst's extension or your case number, which should get you directly to him.