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.
23 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)6 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.
5 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.
5 votes -
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 -
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 -
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 -
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 -
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 -
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…
2 votes -
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 -
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 -
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 votesSetting the public status as “planned”. This means that the item is on the backlog.
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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 -
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 -
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 -
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 -
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 -
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 -
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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