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Support Cases - Updates


Support cases - Would like to see updates posted from support,  such as
Date, Time, Who is working on it , maybe an internal priority and estimate on when it would be completed,
any type of comments, If it had to be turned over to development, last updated/reviewed on etc...
to help keep us in the loop - kind of like a journal

 

7 Comments | Posted by Barry Gershman to Resource Center on 7/29/2016 12:57 PM
Barry Gershman
Beth -

The only indication the users see is the status - IN-PROGRESS, WAITING FOR CUSTOMER etc...
I would like to see a more information as stated from my original submission.  A journal of the date time someone worked on it, comments that they have. etc...
On some requests I went for days, and had to send a followup email to as what was happening. If there were a journal I might have known whats was going on. 


 

8/2/2016 12:12 PM   1  
Ace Olszowka
I would like to again voice my support (beyond a simple like/vote) for such a feature, having the ability to have the rich email chains included as part of the Resource Center Case is a killer feature for us. Especially when we look back to perform additional research or perhaps pull ideas for new KnowledgeBase documents.

This should be coupled with this idea: Resource Center Cases Should Be Searchable - https://synergexresourcecenter.force.com/apex/SiteIdea?id=08732000000CxOjAAK

9/22/2016 6:56 PM   0  
Ace Olszowka
Because we have not yet been given a Journal ability I have started to utilize the comments section to keep track of these issues; there are limitations to this, specifically that no date information is given on these pages individually. I have created the following ideas and would like to "politick" for additional votes to these issues:
  • Resource Center Cases Comments Should Include Date Information (https://synergexresourcecenter.force.com/apex/SiteIdea?id=08732000000Tf4dAAC)
  • Resource Center Cases Should Include Initial Report Date (https://synergexresourcecenter.force.com/SiteIdea?id=08732000000PSq6AAG)

5/23/2017 5:12 PM   0  
Ace Olszowka
It should be noted that the above two cases have been resolved; however the Journal Idea from Barry I believe is still outstanding.

8/9/2017 3:04 PM   0  
Ace Olszowka
To surface this idea again; I feel that this still has not been completely addressed; however I have opened another item that relates very closely to this: "Resource Center Cases Should Log Status Changes On Cases" https://synergexresourcecenter.force.com/apex/SiteIdea?id=0870d000000TfwfAAC

12/17/2019 5:01 PM   0  
Ace Olszowka

> I would like to again voice my support (beyond a simple like/vote) for such a feature, having the ability to have the rich email chains included as part of the Resource Center Case is a killer feature for us. 

Was asked for again here: https://synergexresourcecenter.force.com/SiteIdea?id=0870d000000fyHsAAI


8/27/2020 10:16 PM   0  
Greg Creme
I would like to bring this idea up again, as it is once again coming up to cause confusion for our team.  We should be able to see the case thread for emails back and forth for cases that we have and not just summaries of the initial submission.  All the details are missing in this view and it is mostly useless.  

3/26/2021 1:58 PM   1  
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