I lost my access to all Problem tickets

Carol_Lee

Carol_Lee Customer IT Monkey ✭

November 2019 edited November 2019 in General Discussion

Hi, since Nov 20 I lost access to the Problem tickets in the Cireson Support Portal. For example, https://support.cireson.com/Problem/Edit/PR90017 and https://support.cireson.com/Problem/Edit/PR88950/. I was able to access https://support.cireson.com/Problem/Edit/PR88950/ on Nov 19, but not the following day. Should I raise an Incident in the Support Portal? But the Support Portal seems to be more for their products. Please advise.

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Best Answers

Shane_White Cireson Support Super IT Monkey ✭✭✭✭✭

November 2019 Answer ✓

Hi @Carol_Lee
Please use the Open Issues Beta page:
https://support.cireson.com/View/OpenIssues
Thanks,
Shane

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Shane_White Cireson Support Super IT Monkey ✭✭✭✭✭

November 2019 Answer ✓

This is expected, an incident can only be reactivated when in a Resolved state.
You will need to open a new support ticket.
Thanks,
Shane

5

Answers

Mikkel_Madsen Customer Advanced IT Monkey ✭✭✭

November 2019

Do you have access to it in the console?

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Carol_Lee Customer IT Monkey ✭

November 2019

Hi @Mikkel_Madsen , this is the Cireson Support Portal, not my company's Portal. So my answer is no.

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Mikkel_Madsen Customer Advanced IT Monkey ✭✭✭

November 2019

Oh, sorry I got that wrong :)

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Shane_White Cireson Support Super IT Monkey ✭✭✭✭✭

November 2019 Answer ✓

Hi @Carol_Lee
Please use the Open Issues Beta page:
https://support.cireson.com/View/OpenIssues
Thanks,
Shane

5
Carol_Lee Customer IT Monkey ✭

November 2019

Thanks @Shane_White
I also notice I cannot reopen a Closed Incident in the Support Portal. May I know if this is expected? If not, how I should properly reopen it? I thought by adding new messages to the Incident would help. Please advise.

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Shane_White Cireson Support Super IT Monkey ✭✭✭✭✭

November 2019 Answer ✓

This is expected, an incident can only be reactivated when in a Resolved state.
You will need to open a new support ticket.
Thanks,
Shane

5
Carol_Lee Customer IT Monkey ✭

November 2019

Thanks @Shane_White .

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