Why Was My Support Request Automatically Marked as Solved?

Amanda Jennewein
Amanda Jennewein
  • Updated

Published Date: August 24, 2026
Validated: Yes
Audience: Everyone
Products and Versions Covered:

Summary

A Support request may be automatically marked as solved when a Support Engineer asks for additional information but does not receive a response from the requester or Named Support Contact.

While waiting for a response, the support system sends three automated email reminders:

  • The first reminder is sent four days after the Support Engineer’s request.
  • The second reminder is sent six days after the Support Engineer’s request.
  • The third reminder is sent seven days after the Support Engineer’s request.

If Support does not receive a response after the third reminder, the request is automatically marked as solved.

These reminders are sent to the email address associated with the Support request. They may not appear in the request history within the Support Portal.

Resolution

If you still need assistance, reply to an email associated with the Support request. A brief response is sufficient to let the Support team know that the issue remains unresolved.

To prevent a Support request from being automatically marked as solved:

  1. Check the inbox associated with your Jama Software Support account.
  2. Check your spam or junk folder if you do not see the reminder emails.
  3. Add Jama Software Support to your approved senders list.
  4. Reply before the final reminder period ends, even if you are still gathering the requested information.
  5. Let the Support Engineer know when you expect to provide the requested information.

If your request has already been marked as solved, reply to the associated email to reopen it. If you cannot reply or the request cannot be reopened, submit a new Support request and reference the original request number and subject. 

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