List of issues with CA support & communities

Document created by Michael_Lowry on Apr 20, 2018Last modified by Luu Le on May 11, 2018
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If you identify a problem that is not already documented here, please post it in a comment here: Issues with CA support & communities 

 

DescriptionAreaStatusDetails
1.Ability to rearrange columnssupport.ca.com➠ In progress

Idea: CA Support – Case Management: Ability to rearrange columns.

2.Ability to choose which columns to display (e.g., Product, Version, Environment, etc.)support.ca.com➠ In progressIdea: CA Support – Case Management: Ability to choose which columns to display.
3.Ability to attach files immediately when opening an incident.support.ca.com➠ In progress

Idea: CA Support – Case Management: Add file attachments when opening a new case.

4.Session timeout too short / User must log in again frequently. The site needs a Remember me option.support.ca.com➠ In progress

Idea: CA Support: Add ‘Remember me’ option.

5.Emails copied to Case Comments should not include email headers, boilerplate, salutations, extraneous blank lines, or the entire original problem description. Case comments should be succinct, and should be limited to only the actual content that is important to answering the question or resolving the problem.support.ca.com➠ In progressIdea: Updates to support tickets should be limited to new information relevant to the ticket.
6.When CA has confirmed that a problem is due to a software bug, CA should provide the customer with the details of the problem, the fix, any work-arounds, etc.CA support process Answered

Navigate to My AccountProfileShow my notifications. There you can choose the product(s) about which you would like to receive notifications, as well as the kind(s) of notification. 

7.When a serious bug is found, CA Support should automatically notify all potentially affected customers.CA support process AnsweredSee item #6, above.
8.Frequently-used buttons like Add Comment and Manage File Attachments should be moved to the top of the page.support.ca.com➠ In progress

Idea: CA Support – Case Management: move frequently-used buttons to top of ‘Case details’ 

9.No way to create a URL based on the ticket number. Related to #12.support.ca.com AnsweredSee this comment.
10.Accidentally dismissing Add Comment window discards any content that has been entered in the window.support.ca.com➠ In progressIdea: CA Support – Case Management: Preserve unsubmitted content of ‘Add Comment’ box. 
11.Links to incidents at support.automic.com do not automatically redirect to the corresponding incidents at comm.support.ca.com, but only to the main CA support site support.ca.com.support.ca.com✘ Will not fix

The original Automic support site will ultimately be removed, and there are no plans to make updates to it. Therefore, any links to incidents at the old site will remain broken.

12.No way to perform free-text search of all support cases. Related to #9.support.ca.com➠ In progress

CA Support – Case Management: free-text search of all support cases.

13.Content of emails sent by CA Automic staff missing from Case comments.support.ca.com Resolved

Resolved 2018.04.30.

14.Cannot modify or save posts containing more than 50 images.communities.ca.com➠ In progressE.g., this post.
15.Surrounding spaces removed from some styled text blocks.communities.ca.com➠ In progressE.g., this post.
16.Links to ideas at ideas.automic.com were not updated to point to migrated ideas at communities.ca.com.communities.ca.com Resolved

Resolved 2018.04.19.

See these examples.

17.Oftentimes, clicking My Cases in the toolbar takes one to the New Case view instead of the My Cases view.support.ca.com➠ In progress

This is a known issue that is being worked on.

18.Reputation and accomplishment stats not carried over from communities.automic.com.communities.ca.com

Resolved

Resolved 2018.04.20.

See this comment.

19.Some emails sent regarding cases are plain text, lacking both formatting and a link to the case.support.ca.com➠ In progressSee this comment.
20.Case status is often incorrect; e.g., a case is marked User action required even though the case is actually waiting on action by CA support staff.support.ca.com AnsweredThis was caused by the accidental use of the wrong template by CA.  We apologize for the inconvenience.
21.If the user resumes working with ca.support.com in an open browser window after the session has timed-out, the situation is not handled gracefully.support.ca.com➠ In progress

This is a known issue that is being worked on.

22.Problems handling email addresses with a plus sign in the user name.support.ca.com❓ UnknownSee urama01’s comment.
23.In ideas migrated from ideas.automic.com, links to discussions on community.automic.com were not updated to point to the migrated discussions on communities.automic.com. This is very similar to problem #16.communities.ca.com Answered

Such links should now redirect to the migrated discussion.

24.@-Mention menu does not provide very good suggestions.communities.ca.com Answered

The @mention will search for all that fit the inputted pattern and as user input more of the username/names, the system will further narrow down.  An underscore "_" can be used for spaces to further narrow down (firstname_lastname..) the pattern.  See comment.

25.In ideas migrated from ideas.automic.com, German umlauts (and perhaps other special characters) were not handled correctly.communities.ca.com➠ In progressSee Carsten Schmitz’s comment.
26.Ability to list more than 10 cases at once.support.ca.com➠ In progressIdea: CA Support – Case Management: Ability to display more than 10 cases at once 
27.Watch list feature for subscribing to updates to cases opened/owned by someone else.support.ca.com❓ Unknown

Idea: CA Support – Case Management: Watch list for subscribing to case updates 

See Alwin Theil’s comment.

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