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1,994 Views 9 Replies Last post: Aug 20, 2009 5:40 PM by Will RSS
gjankowski Intermediate
gjankowski
638 posts since
Apr 24, 2007
Currently Being Moderated

Jul 27, 2009 1:51 PM

Be able to change the Severity level of a case

I would like to be able to change the severity level of a case after it has been opened.
Tags: issues, solidworks
Will Jive Employee
Will
4,590 posts since
Nov 2, 2004
Currently Being Moderated
Jul 27, 2009 2:06 PM in response to: Greg Jankowski
Re: Be able to change the Severity level of a case

Hi Greg,

 

This has been requested before, and I actually just posted a summary of some additional items that are being considered for the future in the Supportal here: Supportal Customer Feedback Summary

 

Were you mostly looking to move the severity up?

gjankowski Intermediate
gjankowski
638 posts since
Apr 24, 2007
Currently Being Moderated
Jul 27, 2009 2:21 PM in response to: Will French
Re: Be able to change the Severity level of a case

I think it needs to go both ways.

 

As I looked over an issue list, there are times I need to rasie and lower the priority.


I also would like an extra level added so I can give you a better understand than just Low or medium as most issue do not shuit the systems down.

 

We also tie it the proirity of the issue.

 

We use:

Critical - (what you call high) same criteria, system is down.

High - Severe impact to productiviety.

Med - Limited impact.

Low - Low impact or workaround provided.

Will Jive Employee
Will
4,590 posts since
Nov 2, 2004
Currently Being Moderated
Jul 27, 2009 2:38 PM in response to: Greg Jankowski
Re: Be able to change the Severity level of a case

We have recently added the notion of priority on the Open Cases Widget which can be read about here: Giving customers the power to organize open support ticket priority, on the fly!

 

We are also working on better filters for cases.

 

Would you mind if we made this a public discussion in the Supportal Feedback space?

gjankowski Intermediate
gjankowski
638 posts since
Apr 24, 2007
Currently Being Moderated
Jul 27, 2009 3:05 PM in response to: Will French
Re: Be able to change the Severity level of a case

I use that feature and like it. I'd like to see two enhancements:

 

  1. Warn the user when you move off the page without save. I seem to do this a lot.
  2. Allow the Up/Down feature to allow moving between Level 1, 2, 3. (warn if moving a case to level 1)
Will Jive Employee
Will
4,590 posts since
Nov 2, 2004
Currently Being Moderated
Jul 27, 2009 4:58 PM in response to: Greg Jankowski
Re: Be able to change the Severity level of a case

Hey Greg,

 

Those are two great feature requests! I've added them to our issue tracker for the Supportal project!

sdougherty Novice
sdougherty
75 posts since
Mar 16, 2009
Currently Being Moderated
Aug 18, 2009 11:29 AM in response to: Will French
Re: Be able to change the Severity level of a case

Who get's notified if I adjust the Priority sequence of my cases via the widget. I understand that is will display differently, but how does each agent know that I have moved the importance of one issue above the other?

Will Jive Employee
Will
4,590 posts since
Nov 2, 2004
Currently Being Moderated
Aug 18, 2009 1:58 PM in response to: sdougherty
Re: Be able to change the Severity level of a case

Hi,

 

There is currently no notification, but instead when one engineer is working on multiple cases of yours they can look to see the priority of the issues they are working on for you and prioritize them accordingly. Do you have thoughts on how this can be improved?

gjankowski Intermediate
gjankowski
638 posts since
Apr 24, 2007
Currently Being Moderated
Aug 20, 2009 11:22 AM in response to: Will French
Re: Be able to change the Severity level of a case

Both of the enhancements are listed as fixed in 3.0.5, but I can;t see any change to the cases page.

 

Am I missing something?

Will Jive Employee
Will
4,590 posts since
Nov 2, 2004
Currently Being Moderated
Aug 20, 2009 5:40 PM in response to: Greg Jankowski
Re: Be able to change the Severity level of a case

Hey Greg,

 

That's actually 3.5.0, the Supportal is on a different release cycle than the SBS product.

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