Manage Support Cases

Create a new support case

To create a new case:

In Aptean AppCentral, go to My Solution > Connect > Support Cases tab.

1. Click Create New Case in the top-right corner.
2. In the Create New Case window, enter the following details:

• Contact Name: Select the name of the person submitting the case.
• Phone: Enter a valid phone number.
• Tech Profile: Select the technical profile associated with the customer’s product environment. When selected, AppCentral automatically retrieves product details from Salesforce and fills in fields such as Application, Product Version, and Component. You can review and adjust the values if required.
• Application: This field is auto-populated when a Tech Profile is selected. You may review or modify it if needed.
• Product Version: This field is auto-populated when a Tech Profile is selected. You may review or modify it if needed.
• Component: This field is auto-populated when a Tech Profile is selected. If no configuration is available, the field remains grayed out.
• Type: Select the type of case.
• Category: This field appears only after selecting an application. If no related configuration is available, the field remains grayed out and is not selectable.
• Severity: Select the appropriate severity level. The default is Standard.
• I Need Help With: Select the relevant department or team to route the case appropriately.
• Customer Reference: Enter any internal reference number or identifier.

3. Enter a subject line for the case.
4. Enter a detailed description of the case.
5. Use this field to specify additional recipients who should receive notifications related to the case.
   • Enter one or more email addresses, separated by commas.
   • These recipients will receive all updates, responses, and status changes.
6. You can also record the issue to help the support team better understand the problem:
   • Click Start Recording.
   • Choose whether to share a tab, a window, or your entire screen to demonstrate the issue.
   • Click Stop Recording when done.
   • To pause the recording, click Pause Recording. You can resume when ready.
   • The recording is automatically uploaded to the case. You can delete it and create a new one if needed.
7. Make sure all mandatory fields are completed.
8. Click Save to submit the case.

View udpates and manage support cases

To view updates and manage your cases, follow these steps:

1. On the Support Cases tab, double-click the row for the respective case or select the Expand icon in the Details column. The case details screen appears.

The header displays the following information:

• Name of the application: Aptean AppCentral
• Case subject: A brief description of the issue or request.
• Severity: Indicates the severity level, which determines the response time. Severity levels include:
  • Critical: Immediate attention required; business operations are halted.
  • Urgent: Severe impact on the application, but it remains functional.
  • Standard: Minor disruption; work efficiency is affected.
  • Low: General query or enhancement request with no significant business impact.
• Status: The current status of the case (e.g., Open, In Progress, Closed).
• Created Date: The date when the case was created.
• Escalate Case: A button to escalate the case to a higher priority.
• Request Close: A button to initiate the case closure request.
• Close icon: An icon to close the case details screen.

The case details screen contains the following three tabs:

• Details
• Attachments
• Activity

Details Tab

The Details tab contains the following sections:

• Case Information

  • Case Description: Provides details on the issue, including what actions triggered the problem.
  • Closed Date: The date the case was closed.

• Case Resolution

  • Root Cause: Describes the specific cause of the issue within Aptean AppCentral.
  • Resolution Type: Indicates whether the resolution was provided, referred to another department, or another action was taken.
  • Resolution Summary: Summarizes steps taken to reproduce and resolve the issue in the test environment, or outlines troubleshooting efforts.
  • Migrated Resolution Comments (Long): Comments from the legacy system that exceed the 255-character limit for searchable resolution summaries.

• Contact Information

  • Account: Shows the account name.
  • Contact: Displays the name of the contact person from the customer’s team.
  • Phone: Shows the contact person’s phone number.
  • Contact Email: Displays the contact person’s email address.
  • Customer Email CC: Displays an additional contact’s email address.

Attachments Tab

The Attachments tab contains the following options:

• The attachment section contains a drag-and-drop area where users can click or drag files to upload. Once a file is added, the Save Attachment button will be activated. Click Save Attachment to save the attachments. After saving, the attached file will be listed in the File section. This section lists all files attached to the case.
• You will see a Download icon next to the attachment. Click the Download icon to download the attached file to your local system.
• Remove Attachment: Click the close icon next to the file to remove or replace the attachment.

Activity Tab

Engage with the Aptean AppCentral team through the New Post and Comment sections.

• To start a new conversation with Aptean Support:

  • Click New Post.
  • Enter your message in the text box.
  • Click Upload to attach any relevant documents.
  • Click Post to submit your message.

• To comment on an existing conversation:

  • Click New Comment. The New Comment window appears.
  • Enter your message in the text box.
  • Optionally, attach files or click Start Recording to demonstrate the issue.
  • Click Post to submit the comment.

Reopen a Case

If the issue remains unresolved, you can reopen a case at any time.

You can reopen a case only if it was closed within the past 14 working days (excluding weekends). Cases closed after that period cannot be reopened.

To reopen a case, follow these steps:

1. On the Support Cases tab, double-click the case you want to reopen or use the Search feature to locate it.
   The case details screen opens.

2. Click Reopen Case.

3. Enter a detailed description explaining why the case is being reopened — for example, if the resolution was insufficient or the issue has recurred.
   Once you enter your comments in the Reopen Details/Comments box, the Reopen button will be enabled.

4. Click Reopen.
   The case status will change from Closed to In Progress.

   

Request for Case Closure

Click Request Close if the issue has been resolved — either through the provided resolution or through your internal resolution.

Escalate a Case

If the issue remains unresolved or there is a significant delay in response, you can escalate the case.

To escalate a case,

1. Click Escalate Case.
   The Escalate Case window appears.

2. Enter your comments and click Submit.
   The case status will change from Unassigned to Escalated, and the Escalate button will no longer be visible.

Search and View Support Cases

To find and view support cases using a keyword

1. In the Search Cases Details search bar, enter a keyword related to the case you want to find. The case list filters automatically in the right pane as you type.
2. Click a case number or title to open and view case details.

Filtering and Managing Support Cases

To refine the support case list using filters:

1. Select Product, Type, Status, and Severity based on your needs. The case list updates based on your selections.

   
   Selecting a Product Line is mandatory.

2. Click a case number or title to view details. You can use the Export option to download the filtered data.

   
   You can view up to 25 cases per page, with navigation arrows at the bottom allowing you to move between pages when more results are available. The total number of results is displayed in the bottom-left corner. To refine what you see, you can use search, filters, or a combination of both.