ACE Tools

Official ACE tooling & Support Improvement Ideas feedback forum.

If you have suggestions for a new tool or if a process was in place to speed case handling, please use Improvement Ideas category and make a suggestion.

If you have suggestion or feature request for a specific existing tool, please select the respective tool in the categories list.

Up Vote the suggestions from others that would help you too.

These suggestions are reviewed once a week.
  1. Ability to resize Columns

    With the increasing no. of columns available in ACE Hub, can we add the ability to resize columns to fit in more columns in a screen.

    23 votes
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    3 comments  ·  ACE Hub  ·  Flag idea as inappropriate…  ·  Admin →
  2. Automatically Add New Subscriptions to ACE Managed List

    We need to consider how we on-board new subscriptions as ACE managed to ensure ACE Hub consistently displays all open support cases for each S500/ACE Managed customer.

    See Example Bugs below requesting new subscriptions to be marked as ACE Managed:

    BUG ID: 5750438 (PWC)
    BUG ID: 5557612 (Centrica)

    6 votes
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    4 comments  ·  Improvement Ideas  ·  Flag idea as inappropriate…  ·  Admin →
  3. Change case color when no replies >1 day

    Many times we get low CSAT scores when a engineer does not respond on a case for several days. I would like to see these cases highlighted on ACE HUB when there is no reply in n days or n minutes. For example, the entire line on ACE HUB can turn red or another color to make me very aware that the case is languishing in the queue.

    5 votes
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    1 comment  ·  ACE Hub  ·  Flag idea as inappropriate…  ·  Admin →
  4. Add Column to show Severity when Opened vs Current Severity

    Cases can change severity during their lifetime. Being able to see cases that have changed priority in ACE Hub will help prioritise work.

    For example:
    - ACE Hub shows two Sev-B cases.
    - One case was opened as Sev-A and later lowered to Sev-B
    - The other cases was opened at Sev-B

    This can help the ACE to prioritise as appropriate.

    5 votes
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    3 comments  ·  ACE Hub  ·  Flag idea as inappropriate…  ·  Admin →
  5. can Product name show the current case product instead of initial product?

    can Product name show the current case product instead of initial product?

    Customers frequently open cases under the incorrect product, and it will help our product reviews if this is accurate.

    3 votes
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    3 comments  ·  ACE Hub  ·  Flag idea as inappropriate…  ·  Admin →
  6. Enable case number drop down to launch case parser studio

    This will reduce the copying and pasting of the case number into this tool

    3 votes
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    2 comments  ·  ACE Hub  ·  Flag idea as inappropriate…  ·  Admin →
  7. Sev-B has a 24x7 option - ACEHUB should to filter on that. A new column please?

    Sev-B has a 24x7 option - ACE/CXP need to watch for 24x7 B's that have not been handed off or are stale. ACEHUB should to filter on that. A new column please?

    3 votes
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    2 comments  ·  ACE Hub  ·  Flag idea as inappropriate…  ·  Admin →
  8. Have a Colume designed for the TAM of TEC Customer to mark it as a HOT case or not. Therefore we may prioritize case handling.

    For some of TEC customers there are 10+ active cases at any time. Thus it's important for us to pick up the Hot cases, handle it with high priority.
    Normally TAM is more close to customer, Their judgement on "hot" cases may help us to focus on the "really" important cases.

    3 votes
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    3 comments  ·  ACE Hub  ·  Flag idea as inappropriate…  ·  Admin →
  9. Ability to Add custom columns

    Most of our customers have different reporting needs. It would be nice to be able to add custom columns to Ace Hub for tracking those properties

    3 votes
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    3 comments  ·  Flag idea as inappropriate…  ·  Admin →
  10. Automate the ACE Assigned value

    Today the only way to add this value is case by case using the drill down view on ACE Hub. It would be great to automate this or introduce a bulk update method


    1. Have a trigger that is used once the case appears on ACE Hub, using conditions like Product contains "Databricks", "SQL*"
      where the wildcard * can be used


    2. Let ACEs bulk assign someone to cases
      a. Use a custom view to find the cases and assign all of them to an ACE
      b. Have check boxes beside each SR and cherry pick them (this should include a Select…

    2 votes
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    1 comment  ·  ACE Hub  ·  Flag idea as inappropriate…  ·  Admin →
  11. Only show ACE profiles for Assigned ACE field

    When you are adding assigned ACE, you can select anybody in MS. It would be great if we were just shown ACEs instead

    E.g. looking for Brian Doherty - the first result is the other Brian and not our one

    This would also speed up assigning cases as you don't need to type someone's full name (sometimes surname too) to find them

    2 votes
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    2 comments  ·  ACE Hub  ·  Flag idea as inappropriate…  ·  Admin →
  12. Custom View settings - "Modified On" should filter for a relative date

    It would be very useful to be able to create a custom view for cases not reviewed (ModifiedOn) for X days or to only show cases created in the last X days.

    2 votes
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    0 comments  ·  ACE Hub  ·  Flag idea as inappropriate…  ·  Admin →
  13. Notify Assigned ACE when Case assigned in ACE Hub

    In ACE Hub, when an ACE is assigned a case using the 'Assigned ACE' field, an e-mail notification should be triggered directly to the Assigned ACE to ensure visibility of a newly assigned case for review.

    Background: In a v-team, the Assigned ACE feature can be used to share case review workload across the team.

    Currently: Primary ACE assigns cases to v-team members, for busy customers like SAP this could be 3-6 cases per v-team engineer. V-team members become aware of these assignments if they query ACE Hub.

    Proposed: If ACE Hub could notify ACEs when they are 'Assigned ACE'…

    2 votes
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    3 comments  ·  ACE Hub  ·  Flag idea as inappropriate…  ·  Admin →
  14. Filtering should allow multiple filters for the same column and have an "AND" and "OR" option for each filter

    When I am creating a custom filter for searching for programming or SQL related cases I would like to be able to filter based on different keywords in the SR Title. Currently, you can only add one filter for each "Attribute". This means that once I add a single item to filter on for "SR Title" I cannot add another item with a different value for "Title". The filter addition box should also allow you to set the filters as an OR or an AND so that you can control how the filter matching works.

    2 votes
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    2 comments  ·  ACE Dash  ·  Flag idea as inappropriate…  ·  Admin →
  15. Add the ability to filter by Entitlement Schedule

    Customers like Boeing have both Gov and Commercial cases listed in the ACE Hub once we filter by customer. We need the ability to see only GOV or Commercial cases for easier manageability.

    2 votes
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    1 comment  ·  ACE Hub  ·  Flag idea as inappropriate…  ·  Admin →
  16. filter should be enabled on custom views

    Custom view disabled filter button. But we should leave it enabled, I need to filter the results on my custom view.

    2 votes
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    2 comments  ·  ACE Hub  ·  Flag idea as inappropriate…  ·  Admin →
  17. Allow ACEs to change Date Format

    Can we get the option to pick our own date format?

    In Ireland we use DD/MM/YYYY, we never put the month first so it can be confusing when you see a date from the 1st to 12th.

    2 votes
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    1 comment  ·  ACE Dash  ·  Flag idea as inappropriate…  ·  Admin →
  18. Send Email for case status from ACE Hub to ACEs and Case Owners

    Acehub should send out an email mid-week/Dialy to show the health of the Customer's cases to all the case owners and ACE team.

    This will help get more visibility towards customer as a whole rather than individual cases and help us drive the cases with case owners faster.

    2 votes
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    1 comment  ·  Improvement Ideas  ·  Flag idea as inappropriate…  ·  Admin →
  19. Add "Select All" option to Column Filtering functionality

    A "Select All" option under each column Filter would be very helpful and provide a better overall user experience. As it stands, ACE engineers either need to reset the entire filter or manually select fields to include under each Column - this is time consuming. It would be beneficial if when working with multiple filters, to be able to reset one individual filter on its own using a "Select All" Option.

    2 votes
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    1 comment  ·  ACE Hub  ·  Flag idea as inappropriate…  ·  Admin →
  20. Add RCA Required Flag to ACE Hub

    When reviewing a large list of cases, if you could check a box on each case to say if it requires an RCA this would help you manage the workload as you don't need to build a list of SR numbers on notepad or try any other manual way to remember which ones need the RCA

    2 votes
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    1 comment  ·  ACE Hub  ·  Flag idea as inappropriate…  ·  Admin →
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