Managing Cases
The tabbed sections below outlines our support processes and recommended best practices for managing Cases with Genesys Customer Care.
Only Designated Contacts are allowed to create a new Case, update/close 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.
To watch a training video that outlines our Case Management processes, please click the My Support Training Videos link located on the My Support Home page in the right-side menu.
How to Find an Open Case
You can find your cases using several methods:
- From the "Home" page in My Support, you will see a few of your recently updated cases. To see all of your Open Cases, select “Manage Cases” from the left menu, and then select “My Non-Closed Cases" from the drop-down menu at top, just under the navigation bar.
- You can enter your case number in the “Find Cases” search box located on the left menu on the "Home" screen in My Support. The case number will be shown in the Case Number field.
- Click Manage Cases in the left menu on the My Support Home page, and then select one of our pre-defined queries to see a filtered view of your cases or all cases for an End User for which you have access permissions.
How to Update a Case
You can update a Case on My Support, by email, or by telephone, using the instructions below.
Updating a Case on My Support
- Login to My Support using the corporate email listed in your user profile.
- Select Manage Cases on the left.
- Select the Case for which you are providing an update.
- There are two ways to locate the Case for which you are providing an update:
- Enter the Case number in the Find a Case search box.
- Search using a pre-defined query or by End User.
- Select the Case for which you are providing an update.
- Select "Post Update."
- Fill in the form and select Save.
NOTE: If the Case is in Awaiting Info or Solution Proposed status, posting a web update will also change the Case Status to Open.
You will now see your update(s) in the Case Updates section of the Case.
Updating a Case by Email
When you send an email update to an open Case in My Support, use the following syntax for the email Subject line, which results in the email contents being automatically appended to your open Case.
Case # 1234567890
Please Note:
- Replace 1234567890 with your 10-digit case number.
- Include a blank space before and after the # character.
- Do not put any other text in the Subject line.
- If the Case is in Awaiting Info or Solution Proposed status, sending an email update will not automatically change the Case Status to Open.
Updating a Case by Telephone
A Designated Contact may update a Case by telephoning Customer Care. You will be required to provide your PIN and the 10-digit Case Number for the Case you want to update.
How to Transfer Files to and from a Case
Genesys provides a file transfer tool on My Support to allow customers to upload logs and other files that may be needed to help resolve Cases. This tool is accessed by clicking the Transfer Files button within any non-closed Case.
Overview
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.
This change only applies to file transfers associated with Support Cases opened against Genesys products. It does not change the current file loading or campaign automation processes used for Cloud Outbound Engagement (formerly Proactive Customer Communication (PCC) and Mobile Marketing) campaigns.
The Transfer Files button opens a window where you can select the files to upload to that case. If Java is enabled on your browser, the Java-Enabled Client will be launched, which provides the following features:
- Secured data transfer over HTTPS
- Sending multiple files concurrently
- File transfer resume capability
- Integrity validation
- No file size limit
If Java is not enabled or is not configured properly (see Browser Settings and Other System Requirements), the system will prompt you to run the Plain-Text Client, which provides less features:
- Secured data transfer over HTTPS
- 2 GB file size limit
NOTE: The File Transfer Tool has some known issues that apply only in certain circumstances. Please see Known Issues below to determine if any issues apply to you.
Temporary FTP Accounts
A situation may arise when the file transfer tool on My Support cannot be used for a given transaction. To address this need, Genesys has established the Temporary FTP Account process.
For a given case, you can ask Customer Care to create a temporary FTP account, and then use an SFTP client application of your choice to transfer the files. Potential SFTP clients for Windows users include WinSCP, FileZilla, CuteFTP, PSFTP, Core FTP, and Fire FTP. Potential SFTP clients for Mac OS users include FileZilla, ClassicFTP, Fire FTP, Secure FTP, and Cross FTP. Unix users can use the SFTP utilities built into the operating system.
Once the temporary account is created, it will be associated with the given case and remain active for the next 5 days (120 hours total). The login credentials along with the expiration date will be displayed in the Temporary FTP Account section of the case details page while the temporary account is active.
Browser Settings and Other System Requirements
To use the built-in file transfer tool, the following settings must be in place:
- The browser running the client must have cookies and JavaScript enabled.
- The browser must allow pop-ups from https://eftgateway.genesys.com/ for the Transfer Files functionality to work properly.
- For Internet Explorer users, the Tools > Compatibility View setting must be unchecked. Depending on the IE version being used, other "Display in Compatibility View" settings must be unchecked as well.
- To use the Java-Enabled Client, Java version 1.6 or later must be installed. Depending on the browser, you may have to accept a security prompt (click Yes) to enable the Java applet that drives the client application. The current version of Java can be downloaded athttp://www.java.com/en/download/manual.jsp.
- The browser and Java versions must match. They must either both be 32-bit or both be 64-bit.
The following browser versions are currently supported:
- Internet Explorer 7.x, 8.x, 9.x, 10.x
- Chrome v29 or later
- Firefox v12 or later
- Safari v6 or later on Mac OS
Using the File Transfer Tool
Two versions of the File Transfer Client are available as part of the tool: the Java-Enabled Client and the Plain-Text Client.
When the Transfer Files button is selected on a Case, the Java-Enabled Client will attempt to run by default. However, if one of the following conditions exists, the system will prompt you to use the Plain-Text Client:
- Java is not installed.
- Java is not enabled in the browser.
- There is a mismatch between Java and browser versions (32-bit vs. 64-bit).
Once you choose to use the Plain-Text Client, your preference will be stored in the browser cookies, and the next time you click the Transfer Files button, the Plain-Text Client will be launched by default.
If you later update your environment and want to start using the Java-Enabled version of the File Transfer Client, the Plain-Text user interface provides a link at the top right to reset your preferences. After this reset, the next time you click Transfer Files, the Java-Enabled Client will open.
Whether you are using the Plain-Text or Java-Enabled Client, there may be times when you want to compress large files to make it easier to attach them to a case. Genesys recommends that customers running on Windows use WinZIP or PKZIP to compress files. Customers running on Unix should use one of the standard compression utilities, such as GZIP.
The Plain-Text Client provides basic functionality, including the ability to create and navigate subfolders and transfer one file at a time. You can transfer files up to 2 GB in size.
The Java-Enabled Client is more feature rich and has no file-size limitation. This version of the File Transfer Client can resume transfers and transfer multiple files concurrently. It also has drag-and-drop support, integrity validation, and a transfer queue.
Here are some tips for using the Java-Enabled Client:
- When creating a new subfolder, make sure you select the Remote Server Files and Folders panel on the right before you click New Folder. If the My Files and Folders panel happens to be selected instead, the new folder will be created on your local machine.
- You can select multiple files or folders at a time and upload them with one click.
- If you need to upload multiple files and want to group them in subfolders, it might be best to organize the files on your own machine before uploading to the case. Then you can select multiple subfolders at a time and upload the whole subfolder structure with one click.
- You will not be able to move, delete or rename subfolders or uploaded files.
- After starting a file upload, if you want to cancel it, select the file in the Transfer Queue list and click the Stop button before the transfer completes. After the transfer stops, select the file again and click the Clear button to remove the file from the queue. Once a transfer completes, you cannot cancel or undo it.
NOTE: If new functionality is added to the File Transfer Client, this section will be revised. Please check for updates periodically.
Known Issues
The File Transfer Tool has some known issues that only apply in certain circumstances. Please read this list carefully to see if any issues apply to you. Genesys is working to resolve these issues as quickly as possible.
NOTE: When an existing issue is resolved or if a new issue is discovered, this section will be revised. Please check for updates periodically.
Using Internet Explorer Browser with Java-Enabled or Plain-Text Client: If you are using Internet Explorer and the File Transfer tool does not open at all when you click the Transfer Files button within a case, please check your Compatibility View setting. See the Browser Settings and Other System Requirements section for more info.
Using Java-Enabled Client with an Internet Proxy Server: Depending on your specific configuration, the following error conditions can occur if your company uses an internet proxy server that requires authentication before you can connect to any website.
- When you use the Java-Enabled Client for a case that does not have any files uploaded to it yet, an error message similar to this may be displayed in the Remote Server Files and Folders pane: "Unable to retrieve remote file system. Please verify Java Proxy Settings and reload the browser."
- You can ignore this error message. When you create a folder or upload files and folders, the Java Enabled Client should perform these functions and display the uploaded files as expected.
- Each time you use the Java-Enabled Client, you may be required to login on an authentication screen. In certain configurations, the authentication settings may not be "remembered" when the Java-Enabled Client is used.
Timeout Error in Plain-Text Client: When the Plain-Text Client is idle (no transfers or other activity) for more than 30 minutes, it times out. However, instead of displaying a timeout dialog and closing the window, it presents a Globalscape login screen. Please ignore this screen and close this window. Then click Transfer Files within your case to reopen the Plain-Text Client.
If you have any questions, please contact Genesys Customer Care.
How to use Support Chat
Genesys provides live Chat to give Designated Contacts an additional option of engagement regarding the status of their open Cases. A Chat session is requested by clicking the Request Chat button within any non-closed Case. The information below provides the process for Chat via Computer; to learn how to Chat using our Genesys Care Mobile App, please read our Mobile App User Guide.
Chat Overview
- For On-Premises Support Cases only
- Designated Contacts can request to Chat with the assigned Case Owner for any Open Case
- If the Case Owner is unable to accept the Chat request, you will be able to leave a message
- Your Chat request will not be routed to other Customer Care specialists
- Chat is not applicable for Admin or Feature Request Cases
- You can Chat via Computer and Mobile Phone*
- An emailed transcript of your session is sent after you end the Chat
- Reminder: Chat is for Case facilitation (quick questions or status updates) and not for live troubleshooting
How to Use Chat via Computer
Login to My Support and select any of your Cases that have a non-closed status. Click on the Request Chat button.
A Chat window will display. Chat will then begin by contacting the Case Owner to see your assigned Customer Care specialist is available for Live Chat. If the specialist is available, you will get a message and the Start Chat button will be enabled in the Chat window.
You can then begin to Chat with your Case Owner.
To end the Chat session, click the 
button. You will receive an emailed transcript of the Chat.
If the Case doesn't have a Case Owner
If your Case is awaiting assignment, you cannot initiate a Chat session until a Case Owner is assigned.
Leaving a Message on Chat
If you request to Chat with a Case Owner who is unable to accept your Chat at that moment, you can leave a message. The Case Owner will then contact you.
There may be times when your Case Owner is unavailable to accept your Chat or you have a Case Owner who is in a different time zone from you. Customer Care assigns Case Owners based on product knowledge that is available globally; thus, live Chat for some Cases might not be available during your local business hours. In both instances, the “Start Chat” button will not be enabled. You will see a message that your Case Owner is not available
Case Status Definitions
Genesys Customer Care uses the following support Case statuses to manage the issue resolution process:
| CASE STATUS | SUBSTATUS | DESCRIPTION |
|---|---|---|
| Open | New | Waiting to be reviewed |
| Investigation | When Customer Care is researching the Case | |
| Engineering Request | When Customer Care has engaged Engineering to progress the Case | |
| Maintenance Review | When Customer Care is investigating the entitlement and Service Contract | |
| Third Party Pending | Used if we have logged a fault with a Third Party and are waiting for a response | |
| Awaiting Information | Information Required From Customer | Used when Customer Care requires additional information from the Customer to advance the Case |
| Solution Proposed | Replied | Used when Customer Care has provided a solution to resolve the Case and customer confirmation is needed to confirm that it solved the problem or answered the question. |
| Fixed - Software Provided | Used when software has been provided to resolve the Case | |
| Closed | Resolved | Used when the Case has been closed because the issue was resolved |
| Cancelled | Used when there is no longer an issue, or Customer Care cannot gather enough information to pursue further |
Auto Follow-Up Process
The Automated Follow-up Service is designed to ensure timely and proactive follow-up with customers when we need information to advance a Case towards resolution. Automated Follow-ups will be sent to the Customer Contact on the Case according to the rules outlined below.
Auto Follow-Up #1: When Customer Care proposes a solution or requests information for an open Case, a follow-up timer is started for that case. If there is no customer response within two (2) business days, an automated email is sent to the customer contact who opened the Case, with a reminder of the customer action requested (provide information or accept/reject solution), and a link to access the Case.
Auto Follow-Up #2: If there is no customer response within five (5) business days after Customer Care proposes a solution or requests information for a Case, a second automated email is sent to the customer contact who opened the Case. This email contains a reminder of the customer action requested (provide information or accept/reject solution), and a link to access the Case.
Auto Follow-Up #3: If there is no customer response within ten (10) business days after Customer Care proposes a solution or requests information for a case, the Case is closed and a final auto follow-up email is sent to the Customer Contact who opened the Case. All information in the Case will remain intact for one month (including any logs or attachments). The customer can reopen it only by a telephone call to Customer Care.
NOTE:
- This automated follow-up process applies to all Cases with Critical, High, Medium or Low priority.
- Automated follow-ups are not used for Critical - Production Down cases.
- The follow-up timer could start and stop several times for a given case. Some examples of requests that start the follow-up timer:
- Send environment information
- Describe what happened before application failure
- Send product logs
- Verify proposed solution