Hi There,
Thanks for the suggestion. We can definately display the action information (though this can be quite alot of info for some cases).
Question: Would you be interested in just seeing the *last* action that was completed before the case was closed or the whole case action history?
Best Regards,
Renee E-Service Web Manager Get Answers on NOW (Netapp on the Web)! http://now.netapp.com
-----Original Message----- From: Nail, Larry [mailto:lnail@ti.com] Sent: Wednesday, September 13, 2000 10:13 AM To: Subject: RE: NOW enhancement
I second this suggestion..
-----Original Message----- From: Todd C. Merrill [mailto:tmerrill@mathworks.com] Sent: Wednesday, September 13, 2000 10:44 AM To: toasters@mathworks.com Subject: NOW enhancement
When I get email notification of a change in status of a support call, it looks something like:
CASE #: xxxxxx.00000 SERIAL #: yyyyy Site: "mathworks" City: Natick Status: Closed Symptom: "CPU ECC ERROR; SYS ECC ERROR; DIMM=J27" Internal action associated with the case has been completed Actions due to be performed: --------------------------------------- Action: RMA Status: OPEN Due Date: Jul 6 2000 For further information, please view your case at "http://now.netapp.com/Self-Service/Forms/frmCaseView.asp?CaseId=xxxxxx.0000 0" If you reply to this mail please do not change the Subject line.
Is it possible to include in this email the *changes* to the case? It is an annoyance to go to a web browser, login to the NOW site, and check. Seems like just enclosing the changed actions would be straightforward, and I can decide if I need to login to NOW to add comments or not.
Thanks for listening.
Until next time...
The Mathworks, Inc. 508-647-7000 x7792 3 Apple Hill Drive, Natick, MA 01760-2098 508-647-7001 FAX tmerrill@mathworks.com http://www.mathworks.com ---
On Wed, 13 Sep 2000, La Londe, Renee wrote:
Question: Would you be interested in just seeing the *last* action that was completed before the case was closed or the whole case action history?
To be explicit, I would love to see what has changed in *this* update of the call, and only what has changed. I get these updates as the case progresses, oftentimes quite a few of them before the case reaches its terminal status. I just want to see what has *changed*. As you say, these case histories can get quite long.
But, too much is better than none, since we can read the latest time stamp and ignore the rest. Maybe that can be a short-term solution, until the more sophisticated "change only" request might be implemented.
Thanks for listening, considering, and responding.
Until next time...
The Mathworks, Inc. 508-647-7000 x7792 3 Apple Hill Drive, Natick, MA 01760-2098 508-647-7001 FAX tmerrill@mathworks.com http://www.mathworks.com ---
How about if it is sent with all the logs with the most recent entry at the top and the oldest at the bottom?? That way if we need to go through the ticket, we can but otherwise the newest stuff is on the first E-mail page.
On Wed, 13 Sep 2000, Todd C. Merrill wrote:
On Wed, 13 Sep 2000, La Londe, Renee wrote:
Question: Would you be interested in just seeing the *last* action that was completed before the case was closed or the whole case action history?
To be explicit, I would love to see what has changed in *this* update of the call, and only what has changed. I get these updates as the case progresses, oftentimes quite a few of them before the case reaches its terminal status. I just want to see what has *changed*. As you say, these case histories can get quite long.
But, too much is better than none, since we can read the latest time stamp and ignore the rest. Maybe that can be a short-term solution, until the more sophisticated "change only" request might be implemented.
Thanks for listening, considering, and responding.
Until next time...
The Mathworks, Inc. 508-647-7000 x7792 3 Apple Hill Drive, Natick, MA 01760-2098 508-647-7001 FAX tmerrill@mathworks.com http://www.mathworks.com
----------- Jay Orr Systems Administrator Fujitsu Nexion Inc. St. Louis, MO
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Jay Orr -
La Londe, Renee -
Todd C. Merrill