Hi All. Thanks for bringing up your concerns and I’m sorry to hear you are experiencing delayed responses in some tickets.
We went through the tickets in question and most of them are related to Cloud Fortified program. I have to admit it was an oversight on our side. As we were preparing to another stage of service desk merge, we started building respective request types in ECOHELP project. Those request types, including Cloud Fortified should have stayed invisible till the actual launch date (October 31). Unfortunately they were open (visible) for new ticket submissions - and our queue set up did not flag them for review. We’ve now hidden the “inactive” request types and will re-publish them on October 31 when the migration is completed. For the existing Cloud Fortified requests that came in ECOHELP, @syong has re-created them in ERCLOUD project. We are making sure to prioritize these tickets right away - please expect responses from our team shortly. We apologize for this mess-up. This won’t be an issue post the service desks merge since all these requests will be accepted and serviced exclusively in ECOHELP. We’ve also located a couple marketplace support and bug bounty issues that had a delayed response. We are aware of the problem and we are ramping up the team to stabilize this portion of the queue and to make sure we get back to you all in a timely fashion. This should not be an ongoing issue.
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