Monitoring Cases [Final Draft]

Updates on your support requests are important. While our support staff will be diligent in providing timely answers, monitoring the status of your case is a feature in the client portal that will keep you in the loop and up to date.

(Please note: At this time, monitoring cases is only available to authenticated users)

Locating Cases

On the homepage of the client portal, locate the My Cases module:

Users can either select a specific case from the quick view, or select the View all Cases option by scrolling down:

This link shows the same page as selecting Cases from the navigation bar. This will show a comprehensive list of a user's open cases. Zooming in on one of the many test cases shown...

...shows the identifiers of the ticket: the case number; the subject; the status; when the ticket was last opened; and the product with which it is affiliated. While most of these are straightforward, a quick note on Statuses would be useful. There are four statuses at this time:

• New
• Pending
• Open
• Solved

You can view your case by selecting it from this menu. On the case page, you will find an overview of the case...

...as well as a more detailed breakdown below:

Let's take a look at each of these three tabs below.

Case Details

The Case Details tab has four subsections:

• Case Information: A broad overview of the case can be seen here. The case number, the parent case (if applicable), the subject and impact type, where the case was submitted (here, Customer Portal), days since closed, and the associated account. This can be seen by both the case submitter and the support staff.
• Status Information: A continuation of the above, as the case relates to its status. Found here is the case reason, the case status, the product with which it is associated, and its group. 
• Description: This shows the description of the support case as provided by the user.
• Case Dates: This section is the shortest and will show the date and time of the case's creation and its resolution.

Comments

The comments tab is a handy avenue for communication. Comments made to the support staff and by the support staff will appear here:

It is said that communication is key; with comments and emails together, information is far less likely to get lost in the day-to-day.

Files

Any uploaded files related to your case will appear here. Remember, no amount of information is too much; a screen recording duplicating an error, a PDF showing incorrect charges, a screenshot of a 500 server error...anything that is able to be provided will give our support staff that much more of a head start to bringing your case to a resolution.