topic GTAC Escalation Case Enhancement Now In Effect in ExtremeCloud IQ- Site Engine Management Center

GTAC Escalation Case Enhancement Now In Effect

Drew_C — Tue, 12 Jan 2016 04:26:00 GMT

We’ve been listening to your feedback and are pleased to announce that GTAC is streamlining the way Service and Escalation cases are handled, effective January 14, 2016.

What’s changing?
The case number you receive when opening a support ticket will remain the same for the duration of the case. The only exception is RMA cases, which will continue to receive their own unique case number.
Previously, when an escalation was required, the Service case was closed and a new Escalation case was created (with a new case number).
With this improvement, in situations where your case requires escalation to our Escalation Support Engineers, the case number for the ticket will not change.

What about cases opened before this date?
In order to minimize disruption, existing Escalation cases are not changing. That is, there will still be two separate case numbers; one for the closed Services case and one open for the Escalation case. Services cases opened prior to January 14, 2016 but escalated to an ESE after this date will benefit from this improvement and will only have one case number.

How will this change look in the Portal?
When your case is initially created, it will show up in the portal with its Case Number and Case Type – SE Services.

If your case needs to be escalated for further troubleshooting, it will retain the same case number, but the Case Type will change from "SE Services" to "Escalation."

If you have any questions and/or concerns please feel free to share them in this thread. You may also talk with any of our Support Engineers, Support Managers, or use our web form for feedback.

Thank You,
Extreme GTAC

GTAC Knowledge Article on this Topic

RE: GTAC Escalation Case Enhancement Now In Effect

Ryan_Mathews — Thu, 14 Jan 2016 20:38:00 GMT

This change went in to effect last night.

If you have any thoughts or concerns, please let us know. Thanks!

RE: GTAC Escalation Case Enhancement Now In Effect

Curtis_Parish1 — Thu, 14 Jan 2016 21:27:00 GMT

Sounds like this is a good change. Would be nice if the RMAs could be included in this new policy. Or at least the shipment should also reference the original case number and include the customer's case number.

RE: GTAC Escalation Case Enhancement Now In Effect

Ryan_Mathews — Thu, 14 Jan 2016 21:27:00 GMT

That is great to hear you say that Curtis.

One of the primary reasons we made the case/escalation in to a single workflow, was to eventually move the RMA "underneath" the case. So in the future, when you open a case on a single issue with GTAC, on-line case management will track all outcomes under this single engagement -- RMA(s) included.

We'll take this next step in the Spring time (2016). Stayed tune and keep the feedback coming!