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Marco Tosin
21-Topaz I
Marco Tosin21-Topaz I
21-Topaz I
July 14, 2017
Solved

eSupport filter on cases

  • July 14, 2017
  • 1 reply
  • 3890 views

Hi @PeterCase,

yesterday I received an email from support (Cyril) about an open case.

I could reply to him only by direct mail, because I cannot see any case on esupport page (see attached images)

 

Capture.PNG

 

I think this happens because cases are filtered by creation date (last six months).

If I have an older case opened, the only way to see something is to search exactly with case number.

 

But what about opened SPR?

 

Capture.PNG

 

Or closed cases?

 

Capture.PNG

    Best answer by Marco Tosin

    At the moment older cases are back again visible.

     

    Edit: older cases are no more visible in company page.

    1 reply

    P
    PeterCaseCommunity Manager
    Community Manager
    July 19, 2017

    Hi @Marco_Tosin

     

    With the current Case Tracker, you'd need to use the "Advanced" tab to locate your cases which were opened more than 6 months ago.

    Clicking though and imagining how this would feel to a customer, the experience seems click-intenive to me. I'd appreciate any feedback you have too, as the case tracker is one of the tools on our list to bring over to our new web platform before the end of 2017.

    Adding capability to filter cases with an associated SPR would be a useful feature. Do you agree ?

     

    Marco Tosin
    21-Topaz I
    Marco Tosin21-Topaz IAuthor
    21-Topaz I
    July 19, 2017

    Hi @PeterCase,

    thanks for your reply.

     

    First of all, in my opinion users should decide if they want to see open cases older than six months (could be a preference?).

     

    Second thing: having an open case for more than six months could be understandable, if the same is difficult to analyze and solve, but having an open spr for more than six months is not as acceptable.

     

    Before last year's Liveworx, Jim Barrett-Smith, in a discussion in this community, told me that several SPR were pending, because some new Performance Advisor for Creo features were coming out, but that they would be taken in charge after Liveworx.

     

    For example, I have a couple of SPRs opened that do not seem so difficult to solve, but they falsify data in the dashboard if not resolved.

    See attached image.

     

    So I do not think it's a good idea to not see easier any open case, or waiting for SPRs, older than six months.

     

    Capture.PNG

     

     

    Marco
    T
    23-Emerald IV
    TomU23-Emerald IV
    23-Emerald IV
    July 19, 2017
    @MarcoTosin wrote:

     

    Second thing: having an open case for more than six months could be understandable, if the same is difficult to analyze and solve, but having an open spr for more than six months is not as acceptable. 

    I only wish this were true.  I'm still waiting for a "High" SPR that's been open since 2004:

    https://support.ptc.com/appserver/cs/view/spr.jsp?n=1103532

    Hole.PNG

    In my opinion, ALL cases and related SPRs should be visible unless I choose to hide them.  If the list is too long, just paginate it.

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