@HeatherPLO
Labeling something unresolved as SOLVED is misleading and unacceptable. The only thing this does is to sweep the issue under the rug.
As healthy feedback, I'd recommend you create a new category called "ESCALATED TO DEVELOPERS" or similar, and once the problem is solved, the system can update the status as SOLVED. This should be accompanied with instructions to run the software update.
I'm not trying to ruffle feathers but to highlight the poor approach to unresolved issues.
