I was just trying out the new case tracker noticed two issues.
First, all of my older (but still open) cases have had their last updated dates modified even though no activity has occurred with them in a long time. I'm not sure if this is symptom of the new case tracker implementation process or something else behind the scenes, but it's unfortunate.
Second, the sort filters at the top of each column only seem to apply to the current page, not the entire data set. If I choose to sort the results by 'Last Modified', I expect all of the results to be put in that order, not just the ones displayed on the current page.
Hi @TomU and @awijkmark
Thanks so much, both, for sharing valuable feedback on the new Case Tracker and I'm sorry to read that the new release of the Case Tracker has not met your expectations.
We've been closely monitoring comments shared using the feedback slider in the tool itself since release 2 weeks ago, and fixed an early/urgent issue with the "Opened With" filters, which were excluding License Management and Cloud cases.
For now the result set is showing cases opened with all PTC departments, and we plan to reintroduce the "Opened With" option very soon.
While we're working through this, and the other issues you've reported we'll add a link at the bottom right of the page to allow users to revert to the previous case tracker, as shown in the image below. We have this on test and it should appear on production in the next day or so.
@awijkmark , to keep everything in one place and encourage other users to share feedback, I've merged your thread "Backfire-on-the-new-case-tracker" into this one and will respond to the issues you've raised here. I hope that's ok for you.
Responding to the items raised:
Release Communication
In addition to the Announcement on MyPTC homepage, this page contains release information and a short how-to video on the new Case Tracker. We'd encourage anyone who didn't get a chance to so far to read and watch this.
Export Options
Our previous Case Tracker offered export to CSV and .XLS. We removed .XLS as this is a legacy format used by Excel 97-2003 and retained CSV as the only export format for initial release.
PTC employees and customers have both shared that the CSV format has some inconveniences:
1. Users with regional settings which do not use a comma as list separator were seeing all case information shrunk into the first column on each line.
- Workaround: Control Panel # Region # Additional Settings # switch "List Separator" to comma.
2. Release formats were not showing correctly when viewed in Excel, for example "12.0" was auto-corrected in Excel to "12".
- Workaround: (In Excel): Use Data # Import Text / CSV and precision formatting shows correctly.
- Next steps: We're working on a change to add both tab-separated (TSV) and Excel (.XLSX) formats as convenient options for export in an upcoming version. With these additional options the intention is our users won't need to resort to copy-paste from a web page to Excel.
Sort Filters on "Last Modified"
We have a bug here which we missed in QA. @TomU , thanks for reporting. The sort order does attempt to sort across the active dataset, but is not ordering correctly. All other (alphabetic) sorting does apply to the entire dataset.
- Next steps: We will address this in the coming weeks. The fix will show cases chronologically or reverse chronologically.
Last Modified Date
This issue is data-specific and will unfortunately also be present in the old Case Tracker. A system update in our CRM marked last updated date of many cases as 13-August-2021. Pulling data from a different source revealed inaccuracies with case comments and attachments not triggering an increment and our teams are working to find a solution here.
- Next steps: We're considering switching "Last Modified" to "Created Date" temporarily in the Case Tracker while work to find a solution to the data issue is underway. I'll request a timeframe to solution from the CRM team and if more than a few weeks, will move forward with the switch to Created Date.
Results Pagination
The Case Tracker can potentially pull in 1000s of results (large accounts, all cases, all time) so we currently paginate @10 for performance and to make the page more manageable for users.
As the primary aim of the tool is to help users locate the case they need from a large dataset with sorting and filtering to quickly narrow down results.
A secondary aim is to cater for some level of "accounting", for example when an Account or a TSAM performs a review of cases for a given timeframe. To keep the UI fast and uncluttered, we're relying on the export to cover this need (and will improve those capabilities soon as noted above).
@awijkmark coming back to your request, once the most pressing issues above are resolved we'll explore options to add, and load-test a "Display results in one page" feature.
Once again, thanks for the helpful feedback.
Thanks for the reply. I'm concerned about this comment:
@PeterCase wrote:
We're considering switching "Last Modified" to "Created Date" temporarily in the Case Tracker while work to find a solution to the data issue is underway. I'll request a timeframe to solution from the CRM team and if more than a few weeks, will move forward with the switch to Created Date.
Please don't change the 'Created Date'. 'Modified Date' is already messed up and I don't want to see 'Created Date' get altered too. 'Created Date' is also what drives this column on the 'My Active Requests' table:
By the way, the new case tracker provides no ability to order cases by 'Created Date'. Seems like this should be a column and sort option as well.
