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MSSolve: Make setting Support Topic mandatory during Scoping by Jigar Dani


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Type: Suggestion
ID: 695583
Opened: 10/18/2011 1:02:57 PM
Access Restriction: Public
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Description

There is a CTS Wide push to introduce Support Topics in our Support Business.

The troubleshooting of a case starts at Scoping. Thats truly when a support engineer can understands the problem, scopes it and is aware of the Support Topic it should fall under. Making it mandatory field at scoping allow proper categornization of case - allowing better business decisions for case volume distribution, training distribution, headcount distribution and faster case resolution - as MSSolve can go and crawl\fetch right resources for this case.

I ask an opportunity to discuss this further.

Thanks,
Jigar
jidani
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Posted by jonblauch [Feedback Moderator] on 11/5/2011 at 8:22 AM
Jigar - I will follow up with you via internal email
Thanks
Jon (Msft)
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