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Viewing & commenting on support cases in Connect
Viewing & commenting on support cases in Connect

How to keep track of and update your currently open support cases in Connect

Brian Kavanagh avatar
Written by Brian Kavanagh
Updated over a week ago

Current cases can be accessed from the Dashboard or by selecting View Case in Support. These are cases that are yet to be resolved. At the bottom of the page is a link to Show Closed Cases where past cases can be seen.

When a case has been selected from the table and View case has been clicked you will be taken the Case Details page where you can see Case number, subject, priority, who will take the next action, status, creator, date created, date modified and a description.

There is also an option to add a comment if necessary.

When viewing a closed case there is an option to add a comment and reopen the case if the same problem reoccurs. This is a useful option as it gives essensys staff historic information about the problem and previous solutions that can help to fix the problem and prevent it from happening again.

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