Do not see any cases in CA Support Online

Document created by JohnStreeter Employee on Oct 18, 2016Last modified by JohnStreeter Employee on Oct 18, 2016
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A user in CA Support Online (support.ca.com), is not seeing any existing cases. CA Support has verified that the user does in fact have several cases in his/her name, but when searching in CSO it shows "0 case(s) found. Please refine the search."

 

Here are a few tips that might help any user show all the cases he/she should have access to:

 

      1. Ensure that the correct radio buttons are selected. 
        • Select Status = All and Opened by "All users associated with this site"
        • status
      2. Clear out the Product selection. 
        - Sometimes, even when the correct product is selected, CSO isn't able to show all cases owned by the logged-in user. To rectify that, make sure that no product is selected. 

         

        1. To clear the product, select the Product dropdown
        2. Scroll all the way to the top
        3. Click in the little white area all the way at the top:
                      white space
        4. After the product has been cleared, the Product field should now show "Enter the Product Name here, or select from dropdown.":
          cleared product 

          Here's a video!

 

e. Click Go again

 

 

Hopefully by following these steps, the search will return the expected results:

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