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Calling CA Support to Reopen an Issue

Question asked by william.loikets on Oct 28, 2013
Latest reply on Oct 28, 2013 by Steve-Rundle

Customers currently have the ability to reopen an existing issue using CA Support Online. However, often customers reopen an issue when it is really a new question or problem. CA Support is thinking about making an update to CA Support Online requiring customers to contact CA Support to reopen an issue. A pop-up window would be displayed indicating that to reopen an issue you will need to contact CA Support and the telephone number for CA Support would also be identified. We have called customers and our early indication is that 80% would be fine with this change. Please let me know your thoughts on this potential change.