I would love to have the ability to check the status of a submitted trouble ticket with Solarwinds! Too many times I have submitted a ticket only to never hear from support unless I ping them or the sales guy. All I want to know is if the ticket is being worked or what the status is. Not hearing anything doesn't cut it for me nor my management.
I still haven't heard anything on a ticket I submitted 14 days ago.....
Have you checked that case today? You received an update this morning. From reading the case history this issue was sent to Dev to investigate and reproduce. When they are done testing and have determined the status of the issue they will then update the tech who then updates the ticket. Maybe not a perfect process but it's all we have at the moment. Time on responses will vary depending on many variables. This issue is a bug and it looks like it will be addressed in the next SP.