ACE Tools
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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.
28 votesthis is planned as it there is a feature created for this ask. No estimated delivery date as of yet.
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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)9 votes -
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.
7 votes -
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-BThis can help the ACE to prioritise as appropriate.
7 votes -
Enable case number drop down to launch case parser studio
This will reduce the copying and pasting of the case number into this tool
6 votes -
Provide the capability to Filter from table view based on Modified by/Customer/<Any Title field>
Provide the capability to Filter from table view based on Modified by/Customer/<Any Title field>.
This will enable us to sort by "Case Created On" and "Modified By" (to find unassigned) without the need to create too many custom views.
5 votes -
Merge PROdash features into ACE Hub
https://prodash.azurewebsites.net/
PROdash offers one place for ACE On-Calls to have quick view of all the current Active Sev 2 tickets with information like
1. OnCall Icm
2. OnCall Icm Status
3. OnCall Icm Severoty
4. Customer
5. Sev A Category
6. Age
7. Last Update
8. Acknowledged By
9. Current Owner
10. Owning Team
11. PG Icm
12. Service Desk (SD) ticker number
13. SD State
14. SD Last Update
15. SD Severity
16. SD Owner
17. TitleThe tool helps to effectively perform PRO roles as part of ACE On-call and helps in many areas like
1.One stop single…5 votes -
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
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 usedLet 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…
5 votes -
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'…
5 votesSetting the public status as “planned”. This means that the item is on the backlog.
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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?
5 votes -
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.5 votes -
Have floating column headers or freeze them in place when scrolling
When reviewing cases from your laptop, the column header is scrolled upwards along with all of the rows.
It would be useful if the column headers could stay in place as some columns have similar values and it's hard to tell which is which when you are at the very bottom of the list
(Similar to the Freeze Top Pane feature in Excel)
4 votes -
Ability to link two or more SRs together
Sometimes customers will open more than one ticket for an issue
- they could have two independent teams impacted by the same issue
- different issues with different symptoms but the same underlying cause
- we have to keep these open and agree to work with the Cx on one of themIt would be great if we could somehow link these cases together so that when you click on the SR link, it would show you the related case(s) under the two embedded links for Service Desk or ASC
4 votes -
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.
4 votes -
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.
4 votes -
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.
4 votes -
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.
4 votes -
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.
4 votes -
Edit & Delete option for Notes
Mistakes happen, notes may be written to wrong case. To allow for ACEs to correct their mistakes, ACE would like to have a Edit/Delete capability with the notes
4 votes -
need more prognosis options in ACE Hub
need more prognosis options in ACE Hub. like pending with ARR or waiting for Customer Information etc...
4 votes
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