Support cases
The Support Cases tab lets you submit, track, and manage your support interactions with Aptean from a single view.
What you can do
From the Support Cases tab, you can:
- Create a new support case.
- Track the status of existing cases.
- Search for cases using keywords.
- Filter cases by Application, Type, Status, and Severity.
- Sort the case list by any column header.
- Export the filtered case list as a CSV file.
- Customise which columns appear using Column Options.
Case visibility
What you see in the Support Cases tab depends on your role:
- Standard users see only the cases they submitted.
- Admin users see all cases submitted by everyone in their organisation.
Support cases tab fields
The following table describes each column in the Support Cases tab:
| Field | Description |
|---|---|
| Type | The type of case submitted. |
| Case Id | The unique identifier for the case. Select it to open the case details. |
| Application | The application for which the case was submitted. |
| Severity | The severity level assigned to the case. See Severity levels below. |
| Account Name | The account associated with the case. |
| Subject | A brief description of the issue or request. |
| Status | The current state of the case, such as In Progress, Unassigned, or Escalated. |
| Contact Name | The name of the person who submitted the case. |
| Created Date | The date and time the case was created. |
| Last Modified | The date and time the case was last updated. |
| Details | Opens the case details panel. |
Severity levels
| Severity | Description |
|---|---|
| Critical | Business operations are completely halted. Requires immediate attention. |
| Urgent | The application is severely impacted but still functional. |
| Standard | Minor service disruption. Work efficiency is affected but not prevented. Default severity. |
| Low | General query, enhancement request, or non-critical issue with no significant business impact. |
Email notifications
AppCentral sends email notifications automatically when:
- The status of a case changes.
- A support agent adds a new comment to a case.
Each notification includes a direct link to the case in AppCentral.
Related information
- See Create a support case to submit a new case.
- See Manage a support case to view updates, add comments, escalate, or reopen a case.