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.

    24 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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    planned  ·  4 comments  ·  ACE Hub  ·  Flag idea as inappropriate…  ·  Admin →
  5. 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 →
  6. 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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    planned  ·  3 comments  ·  ACE Hub  ·  Flag idea as inappropriate…  ·  Admin →
  7. 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 →
  8. 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. Title

    The tool helps to effectively perform PRO roles as part of ACE On-call and helps in many areas like
    1.One stop single…

    2 votes
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    0 comments  ·  ACE Hub  ·  Flag idea as inappropriate…  ·  Admin →
  9. 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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    planned  ·  2 comments  ·  ACE Hub  ·  Flag idea as inappropriate…  ·  Admin →
  10. 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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    planned  ·  1 comment  ·  ACE Hub  ·  Flag idea as inappropriate…  ·  Admin →
  11. 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 →
  12. 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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    planned  ·  2 comments  ·  ACE Hub  ·  Flag idea as inappropriate…  ·  Admin →
  13. 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 →
  14. 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 →
  15. 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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    planned  ·  2 comments  ·  ACE Hub  ·  Flag idea as inappropriate…  ·  Admin →
  16. need more prognosis options in ACE Hub

    need more prognosis options in ACE Hub. like pending with ARR or waiting for Customer Information etc...

    2 votes
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    planned  ·  2 comments  ·  ACE Hub  ·  Flag idea as inappropriate…  ·  Admin →
  17. Age Column - change to number of days

    Age Column (CPT hours – currently it is not sure how it helps and how it is calculated)

    it will be better to change or have another column based on number of days

    2 votes
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    1 comment  ·  ACE Hub  ·  Flag idea as inappropriate…  ·  Admin →
  18. We need online instructions for tools like ACEHUB/ACEDASH

    ACEHUB/ACEDASH/KYC et al. FOr each of these tools we need an online manual (link in tool) that explains how to use it and what all the icons mean. For example, I have no idea how to decipher the icons for health in ACEHUB. Online documents need to be updated as part of each feature release. If all of our tools (ASC, NetVMA, AppLens, Orb etc) had this requirement ACE readiness would be improved. Too much of our Azure knowledge is "tribal", too much our tooling must be learned by having another person show you how to use them.

    2 votes
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    1 comment  ·  Other  ·  Flag idea as inappropriate…  ·  Admin →
  19. Adjust KYC report tables for CSAT and Speed to display most recent data.

    In the ACE Dash - KYC Section, the report tables for CSAT and Speed have the oldest data at the top of the table, and the most recent information at the bottom.

    The issue with this is that the ACE / Manager always has to scroll to see the current information.

    Suggestions:
    - Increase the size of the field for the table, so scrolling is no longer needed.

    Or


    • Sort the tables in reverse order, with the most recent data at the top.

    2 votes
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    0 comments  ·  KYC  ·  Flag idea as inappropriate…  ·  Admin →
  20. 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 them

    It 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

    1 vote
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    0 comments  ·  ACE Hub  ·  Flag idea as inappropriate…  ·  Admin →
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