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 ---