No Support and No Response?
The date issue is messing up the support tickets. we have still not heard on the previous tickets we raised. Today when we updated the ticket, its showing date 5th May 2010 instead of 13th may 2010? What is going on? I did not pay to get this attitude. I need answers.
I've pinged someone internally who is an expert in our Service Request system. Can you verify which date you are referring to, the SR creation date, or the Activity (or update) creation date. If you could give more detail and even include screenshots, that would be helpful.
Have you tried contacting Customer Service in your geography about this?
Thank you very much for your concern. Please find attached the image I generated today. If you see the firstname.lastname@example.org update on 5/2/2010, that was actually posted after 5/11/2010 (by NKAUTZ). My guess is that due to the date issues, the support engineer do not see the ticket as new because the update is older than his date of request.
Please let me know if you require further info.
I am clear on your concern, but I am not able to relicate what I understand you are doing. Would you create and update and post what you add so I can trace it in the system?
Let me clarify. I cannot recreate the date entering incorrectly. Will you please create an update and post back to me when you created it, please?
I updated the ticket today and it show the correct date. I've no idea why my previous updates were backdated.
We will continue to monitor this.
If anyone sees this kind of behavior, please reply to this thread.