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Creating Cases

The tabbed sections below outline our support processes and recommended best practices for opening Cases with Genesys Customer Care.

Only Designated Contacts are allowed to create a new Case, update/close an existing Case or reopen a Case.

Other employees who work for Genesys direct Customers, Partners, Resellers, or End Users can request Read-Only access to My Support to view Cases opened by Designated Contacts on behalf of their company.

Before you Create a Case

Checklist

The following checklist identifies tasks that you should complete prior to opening a Case with Genesys Customer Care. Please describe all actions you have undertaken to solve the issue.

  • Check the Release Notes to see if the problem has been fixed in a later release than you are currently using.
  • Search the Knowledge Base to see if a Product Advisory or other knowledge article contains information that can solve this problem.
  • Check the Product Manuals to see if a different configuration setting or other relevant information might help solve the problem.
  • Clearly define the problem or question. Document what caused the event. List the product, component and release of the Genesys software for which the problem occurred.
  • Describe all actions you have taken to troubleshoot this problem before opening a case, and the results of your actions. For example, if you have done any analysis of product logs, please describe the result of your analysis.
  • Try to reproduce the problem and document the steps you took to reproduce the problem.
  • Collect all relevant log files and configuration files and purge all personally identifiable information and other sensitive data from them, before uploading the logs using the File Transfer Tool or a temporary FTP account within the new Case you will create for this issue. See the Genesys Customer Care Log File and Supporting Information Requirements for Troubleshooting Issues article in the Knowledge Base for details on the information that should be supplied when logging a Case for an issue with a particular Genesys product.
  • Document the key search data to use within the supplied log files. This includes connection IDs, telephone numbers, user data, agent IDs, and other information.
  • Identify a clear business impact. For more information, refer to Business Impact in the Mandatory Case Fields section above.

Case Types

Designated Contacts have the option of creating three separate Case Types:

  • Support Cases. Support Cases are used to track the issue when a Customer experiences a problem with:
    • Problem with the operation of Genesys products in production.
    • Post-production technical questions about the operation of your Genesys application.
  • Admin Cases. Admin Cases are opened for issues or questions with My Support. You also open an Admin Case to request Log File Retrieval Service. See Admin Cases for more information.
  • Feature Requests. Feature Requests are used to submit requests and to track progress for product enhancements. See Feature Requests for more information.

Mandatory Case Fields needed when Creating a Case

When creating a Case, you will see Mandatory Case fields that are indicated with a red line on the left-hand side of the field. Please provide as much information as possible in all fields to help Genesys clearly understand your problem. This is especially important for the Problem Description, Environment Type, Case Priority and Business Impact fields.

End User Account: This is the company that is using the Genesys products. End Users who have a direct maintenance agreement with Genesys can open new Cases and have Read-Write access to view and update Cases for their company. End Users who purchase maintenance through a Partner or value-added reseller(VAR) may not work directly with Customer Care. Instead, the Partner or VAR may provide initial support for the End User and will open cases with Customer Care on behalf of the End User when the Partner or VAR is unable to solve the problem. In this case, contacts from the End User company could be granted Read-Only access to Cases opened on their behalf by their Partner or VAR.

Sold To Account: This is the company that owns the Service Contract with Customer Care and is usually responsible for the Support interactions with Customer Care on behalf of the End User. For example, with a direct customer, the same company is both the Sold To and End User. When the End User has purchased Support through a Partner or VAR, the End User is said to have an indirect relationship with Genesys. In this case, the Partner or VAR is the Sold To and works with Customer Care to resolve issues on behalf of the End User company.

Product Category: Genesys products are grouped into three categories for easier navigation: Products (standard Genesys Products, such as Management Framework, Genesys Voice Platform, or Orchestration Server), Genesys Care Tools (tools offered by Genesys Customer Care to help with maintaining and troubleshooting your Genesys environment, such as Workbench and LFMT), and Custom PS Applications (Professional Services applications that your company has purchased).

Product: After you select a Product Category, the Product drop-down menu will reflect the Products available to you based on the sellable items your company has purchased and reflected in our Service Contract with you.

Major Release: This is the first two digits of the Product Version the customer is using. Major Release means a Release which comprises a substantial change to the Licensed Software content and fixes to previously determined defects, and may include architectural changes. A Major Release is denoted by a change in the version number to the left of the left most decimal point.

Subject: This provides a short description of the issue being raised with Customer Care.

Description: This provides a more detailed description of the issue being raised with Customer Care.

Business Impact: The Business Impact helps us understand how the problems you are experiencing are affecting your business. Details about the impact on your business are absolutely necessary when the problem is Production Down, Critical or High. For business impact, we would like to know:

  • Is production down?
  • If production is not down, is it seriously impacted? If yes, what number or percentage of your staff is affected?
  • Are your customers affected?
  • If the problem affects a non-production implementation, are there any project milestones at risk?
  • If production or project deliverables are not threatened today, could they be in a couple of weeks if the resolution takes some time?
  • What are the dates for implementation/deliverables in the near future?

Priority: As the standard Genesys Service Contract explains, Customer Care uses the following severity category definitions to assign Case priority. It is vitally important to set and maintain the correct priority throughout the entire life cycle of the Case. Failure to do so will inevitably result in delays

Important
You cannot select "Production Down" or "Critical" priority when creating a Case on the My Support portal. For critical issues requiring immediate attention, it is recommended that you either:
  • Call Customer Care and ask us to open a Critical case for you.
  • Open the Case on My Support with High priority and then call Customer Care to request that the Case be raised to Critical priority.
Genesys recommends that you do not escalate issues through any other contacts that you may have in the company.


Case Priority Definitions

PRIORITY DEFINITION
Production Down Causes a critical impact to Business operations (for example, calls or emails cannot be completed or critical business processes are disabled) in a live production environment. Production Down Cases require customer personnel available at all times to work with Genesys personnel. This is our highest level of priority. Please see the Important note above for special handling of Production Down cases.
Critical Causes a critical degradation to Business operations (for example, calls or emails cannot be completed or critical business processes are disabled) to the production or pre-production environment or major business application. Critical Cases require customer personnel available at all times to work with Genesys personnel. Please see the Important note above for special handling of Critical cases.
High Causes a non-critical, but significant, impact (for example, call or email processing becomes altered and degrades service quality or handling of business data) in a production or development environment that affects a production roll-out or service levels.
Medium Causes a minor impact (for example, minimal degradation of call or email processing) in a production or development environment.
Low Causes little or no impact in a production or development environment.

Environment Type: This captures in which type of environment the issue was observed (Live, Production, Testing, Lab, etc.).

OS [Operating System]: This captures information regarding the operating system on which the software component is installed.


Creating a New Case

  1. Login to My Support using your corporate email address.
  2. From your My Support dashboard select Cases and then Open a Support Case .
  3. Select the End User and Sold To Account combination for which you are submitting the Case. Only End User/Sold To Accounts for which you have Designated Contact access will be available in the lookup lists.
  4. Select the Product Category (Products, Genesys Care Tools or PS Custom Applications) and then select the relevant Product. You can then select Major Release, Component and Version. Click Next.
  5. Select Case sub-type Problem or Questions and the Priority level. Populate the remaining Mandatory Fields with the required information. Please provide as much detail as possible in the Description and Business Impact fields to help us correctly route your case to the appropriate product specialist.
  6. Click Submit.


When submitting a new case, providing Customer Care with the required information and additional details will help us more quickly route the submitted Case directly to a skilled Customer Care Analyst who can investigate your issue.

Important
(*) You cannot select "Production Down" or "Critical" priority when creating a Case on the My Support portal. For critical issues requiring immediate attention, it is recommended that you either:
  • Call Customer Care and ask us to open a Critical case for you.
  • Open the Case on My Support with High priority and then call Customer Care to request that the Case be raised to Critical priority.
Genesys recommends that you do not escalate issues through any other contacts that you may have in the company.

In addition, please note that:

  • Genesys accepts email regarding existing Cases only. Please do not use email to open a new Case.
  • Customers and Partners are responsible for purging all personally identifiable information and other sensitive data from the information they share with Genesys when submitting a new Case, when sending Case updates by email, and when submitting log files and other Case updates using the File Transfer Tool, a temporary FTP account, and other parts of My Support.


Case Confirmation and Case Number

After you submit a case, you will receive an email notification with your Case number and the Case details that you submitted. You should refer to the Case number in all future communications with Customer Care about your issue.


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This page was last modified on March 1, 2018, at 09:04.