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.
33 votesthis is planned as it there is a feature created for this ask. No estimated delivery date as of yet.
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Automate case owner notifications based on health rules for Sev B/C
what: we should configure a notification/email that sends an automated reminder to the case owners every time a permissive health rule for idle communication gets triggered for Sev B/C. eg. : when case comms are not updated > 72h / 96h a reminder email is sent to the case owner
now: ACEs (primaries and SMEs) spend a lot of time doing this task manually and jumping in on email thread for reminding case owners to get the cx back in the discussion or send an update in due time
why: this will enable ACEs to focus on more critical technical/political…
14 votes -
Single Save button in Extended View
Current process: When I select a case with no Assigned Ace, I add myself as Assigned Ace, select Classification Type and Prognosis and enter my Notes. After that I hit Save button. If I forget to save note separately by pressing Floppy Icon it is being lost.
Suggestion:
Save all fields, including Notes, bu pressing Save button.13 votes -
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)13 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.
10 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.
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.
9 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
8 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…7 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.7 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…
6 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'…
6 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?
6 votes -
New Prognosis - 'Pending PG - Hotfix or Feature Rollout'
Add new option in Prognosis
New Prognosis - 'Pending PG - Hotfix or Feature Rollout'
Lot of cases these days are waiting on rollout of fix or minor version releases and the new Prognosis will help to capture correct status of the case.
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)
5 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
5 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.
5 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.
5 votes -
Product filter via Resource Type
We should have a way to filter the products list by a Resource Type. This will allow folks in the Compute / Networking verticals filter for case faster and with ease.
4 votes -
Ability to create a copy of the custom view.
I'd like to have a way to copy / export a custom view. This will help in faster creation of filtered views and help share custom filters with peers.
4 votes
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