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

[TroyF]

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. 🙂

[Drew_C · Accepted solution]

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

[akiendl]

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