The Mediation Dashboard helps you understand the current status of open cases so you know what needs your attention or a response. Additionally, it helps you visualize historical trends, which is useful because an increase in mediation cases can indicate something wrong with your program. To learn more about the features and functionality available on all dashboards, see Dashboards documentation.
To find the Mediation Dashboard, click Analytics in the left navigation, then click Mediation.
Open Cases
This table shows all currently open mediation cases and includes the number of days they have been open, when the case was created, and its current status. Note that the date selector does not affect this table.
Possible Statuses
Possible statuses for mediation cases are:
Open
Open: Ticket is untouched or has received an update from a participant in the thread
Waiting on customer: Ticket is waiting on a reply from a customer
Waiting on hacker: Ticking is waiting on a reply from a hacker
Waiting on HackerOne: Ticket is waiting on a reply from HackerOne
Hold: Ticket is on hold
Pending: Ticket is pending
Closed
Resolved: The ticket issue has been addressed in full. No further action is required on the ticket. The ticket can still be responded to.
Closed: The automatic, final status after the ticket has been resolved. Replies to the ticket will result in a new ticket being created.
Mediation Requested
Shows the total number of mediation ticket requests during the selected time period.
Mediation by State
Shows the number of mediation ticket requests, segmented by the state of the ticket.
Mediation by Party
Shows the number of mediation ticket requests during the selected time, segmented by the party requesting (hacker versus program).
Mediation by Type
Shows the number of mediation ticket requests during the selected time, segmented by the ticket type. Types include:
Bounty
Closure status
Disclosure request
Education
Feedback
Not a hacker dispute issue
Policy
Severity
Unresponsive
Top Requesters
Shows who requested the most mediation.