Following your request
What each status means, replying, engineer visits, and closing or reopening a request.
What the statuses mean
| Status | What's happening |
|---|---|
| Open – unassigned | We have it, and all engineers have been alerted. |
| Accepted | A named engineer has taken it on. You're told who. |
| In progress | The engineer is working on it, remotely or on site. |
| Awaiting customer | We need something from you. Please reply. |
| On hold | Waiting for parts, access or a third party. |
| Resolved | We believe it's fixed. Reply if it isn't. |
| Closed | Finished. You can still reopen it. |
Replying
Open the request, type in the reply box, add photos or videos if useful, and press Send. You can also just reply to any email we send you. Keep the [AMX-000123] part in the subject so it goes onto the same request.
Replying to a request that is Awaiting customer or Resolved moves it back to In progress automatically.
Engineer visits
When a visit is booked, you get an email with the date and time, and the visit also shows on the request page. You may also get a calendar invitation.
Closing or reopening
- Sorted? Press Close – it's sorted on the request.
- Problem back? Open the closed request and press Re-open request, or just reply to it.
You can see every request raised by anyone in your organisation, so colleagues can follow each other's issues too.