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eSupport filter on cases

SOLVED
Level 12

eSupport filter on cases

Hi Peter,

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

Marco
1 ACCEPTED SOLUTION

Accepted Solutions
Level 12

Re: eSupport filter on cases

At the moment older cases are back again visible.

 

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

Marco
5 REPLIES
Level 9

Re: eSupport filter on cases

Hi @MarcoTosin

 

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 ?

 

Level 12

Re: eSupport filter on cases

Hi Peter,

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
Level 16

Re: eSupport filter on cases


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.

Level 12

Re: eSupport filter on cases

At the moment older cases are back again visible.
Marco
Level 12

Re: eSupport filter on cases

At the moment older cases are back again visible.

 

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

Marco
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