New: Customers Can Create & Manage Tickets in Community

[CommunityJedi22]

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[nancyVigo]

Thanks for the info!

[CommunityJedi22]

I love that you commented @nancyVigo as I was going to ask you if the next time you create a support ticket, can you try this process and provide me feedback.  I think it will help customers and want to continue to improve it...

[nancyVigo]

@CommunityJedi22, I will be glad to! 🙂

[nancyVigo]

@CommunityJedi22, good afternoon! 

I just tried to create a ticket, but was told that it could not be created (after filling out the information, including screen shots).  Please, see attached screen shot of message. 

Please, let me know if there is something I might not be doing correctly. 

Thanks!

 

[CommunityJedi22]

Can you confirm you populated every field except the web page one?  All others are required including product...

[nancyVigo]

@CommunityJedi22, I can't remember if I noticed "product."  I'll try again this morning and will let you know. 

[nancyVigo]

@CommunityJedi22, I tried creating a ticket again, but was not successful.

Please, see attached screen shots to see if I'm missing something.

Thanks!

 

 

 

[CommunityJedi22]

Thank you @nancyVigo we are checking into this ... more to come,,,

[CommunityJedi22]

@nancyVigo Can you tell me how large the attachments are?  We have a 30mb limit in here...

[nancyVigo]

[CommunityJedi22]

Hello @nancyVigo and thanks for troubleshooting with us.  Can you try again but for the Product use PI?  We will move it...

[nancyVigo]

Will do!

[nancyVigo]

@CommunityJedi22, I just tried again using PI instead of IM, but was not successful in creating the ticket.

[CommunityJedi22]

@nancyVigo Dang.  Ok we are looking.  In your role, could you also try a DSD product ticket?

[CommHelp]

@nancyVigo Could you also try an IM Product with no attachments?

[nancyVigo]

@CommunityJedi22, I've seen this term before but have not looked into DSD.  Could you give me some guidance on this?

[CommunityJedi22]

For this test, you are choosing a different project to help us see where the break is occurring.  None of this occurred with our testing so far.  DSD is our PIM solution.  We will move your ticket if it works...

[nancyVigo]

@CommunityJedi22, I will try an IM product with no attachments.

Maybe a little background on DSD and PIM?  Not familiar terms to me.

Is this a different way of adding and updating items in 1WS?

[nancyVigo]

@CommunityJedi22, I just tried to open a ticket without attachments and it game me the same message as before:

[CommunityJedi22]

Hello @nancyVigo yes, PIM is a machine to machine, more autoted way to send youa maintain your content into and from IM...

[CommunityJedi22]

We believe we identified the issue.  A fix is going in tomorrow evening.  Can you try creating your IM ticket again but this time, in the description, do not use any line breaks?  Type as one full paragraph:

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[nancyVigo]

Okay, trying now!

[nancyVigo]

I consolidated all my sentences into one large paragraph, but it still gave me the message that a ticket could not be created.

Should I eliminate all periods and commas?

[CommunityJedi22]

No, @nancyVigo but thank you.  Let us look around a little more...Can you send a screen shot of what you had populated?

[nancyVigo]

@CommunityJedi22, there you go!

[CommunityJedi22]

Thanks @nancyVigo but I wonder, it looks like the cursor is below your last line.  I that a line break?

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[nancyVigo]

@CommunityJedi22, good morning!

It wasn't a line break...it was just where the cursor was resting.  Would that prevent the ticket from being created?

[CommunityJedi22]

@nancyVigo yes, if there was an "enter" after that last sentence/word, it would prevent the ticket.  The good news is the fix goes in tonight via our Community vendor and we can rock and roll from there.  I R E A L L Y appreciate your patience and collaboration.

[nancyVigo]

@CommunityJedi22, not a problem...I do enjoy being a part of making things work correctly.

Once everything is ironed out, I think this will be a very useful tool for all of us! 🙂

[CommunityJedi22]

I appreciate that and agree.  This should help a ton

[CommunityJedi22]

Good morning and Happy Friday @nancyVigo .  If you have time, can you test ticket creation with me?  We are looking for line breaks and anything else you want to provide in the ticket for the IM Product.

[nancyVigo]

Good morning and happy Friday to you @CommunityJedi22!

I will work on it now.

[nancyVigo]

@CommunityJedi22, we have a winner! 🙂

[CommunityJedi22]

Woohoo that is great news.  You should have also received an email when opening tickets like you are used to.  You can provide additional comments in the portal ticket, see your historical tickets, and replay via email if you need to add more attachments.  If you do not mind, can you let me know how any of this goes for you as we manage the ticket?

[nancyVigo]

I guess the force was with us! 😉

I have not received a ticket confirmation yet, but will let you know when I do, as well as any progress I make with the ticket.

It was really cool to brainstorm with the team! 🙂

[CommunityJedi22]

Yes, it is always fun to work with fun and collaborative customers like you.  More to come as we are working on other projects to improve the Community experience.

[nancyVigo]

@CommunityJedi22, I just received an email regarding my ticket and the rep was very helpful.

I think this new venture is going to work beautifully!

[nancyVigo]

@CommunityJedi22, good afternoon!

I was trying to create a new ticket that follows up on my previous one regarding Sysco, but it is not allowing me to do it.  Any thoughts?

[CommunityJedi22]

Hello @nancyVigo were you trying to create an all new ticket?  Currently there is no functionality to link tickets in t he portal but you can create, manage, update.  

[nancyVigo]

I was trying to create a new ticket and made reference to the previous one in the comments.  Should I try again without referencing the old one?

[CommunityJedi22]

Can you try again the exact same way and provide me a screen cap of how you captured it?

[nancyVigo]

Sure, working on it now. 

[nancyVigo]

@CommunityJedi22, please find the screen shots below:

 

 

 

[CommunityJedi22]

Hello @nancyVigo we looked into this and tested it a few times but were not able to replicate it.  Have you had any issues creating any other tickets beyond this one since our update last week?

[nancyVigo]

@CommunityJedi22, good morning! 

This was the first ticket I tried to create after the update. 

[CommunityJedi22]

Hello @nancyVigo I am happy to report we fixed the issues we encountered with the JIRA integration and are looking to wrap up the project this week.  Please let me know if you have any open tickets and have any questions or see issues with communication on them from the Community.  I really appreciate your help.

[nancyVigo]

@CommunityJedi22, good morning!

I'm always happy to help...I'm so glad to hear the issues have been fixed! 

Have a great day! 🙂