topic Opening a support case without requiring a second round of generic questions.. in General Discussion

Opening a support case without requiring a second round of generic questions..

TroyF — Wed, 04 Jun 2025 09:49:36 GMT

When submitting a support case I always receive questions like "What is the business impact".

I wish there was a way to add these generic questions to the initial web case creation process to avoid "create case" -> "someone emails asking the same generic questions" >- "I email back" >- "case starts". It just delays things and invites just calling in instead.

ONTAP, SANtricity and the hardware is great.. creating a case when in need could be smoother. Maybe it's just me. 🙂

Re: Opening a support case without requiring a second round of generic questions..

Drew_C — Thu, 04 May 2023 18:25:20 GMT

Hi Troy,
I wanted to let you know that this post has been shared with several teams in our Support organization. There's a lot we are reviewing, so your message is timely.

Thanks,
-Drew

Re: Opening a support case without requiring a second round of generic questions..

akiendl — Fri, 05 May 2023 06:48:53 GMT

Hi Troy,

just want to echo Drew's comment. We already talked about this yesterday.

If you (or others reading this) have additional info or feedback around this topic please drop me a pn so we can make sure we address this issue.

Thx,

Andy