Today I reported a problem on Webmail. The confirmation email tells me there are 142 tickets ahead of me in the queue.
I got a response a short time later, it said "We are aware of and are investigating this issue with webmail..."
If you are aware of it does it not make sense to update the status to amber rather than leave it on green. That way my time and the support guys time does not get wasted reporting and dealing with an entry you already know about. I wonder how many of those other 142 were also reporting something that was known about and would have not got reported had the situation been known
By the way this is not the first time I have had this happen