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I suggest you ...

When MS closes a service request, the solution needs to be in the ticket

Service requests need notes from MS Techs/engineers.

I've looked over our support requests, both open and closed.

In only 1 of them did the MS engineer leave any notes (and that was re: contacting the primary contact, not on the issue's RCA, troubleshooting, or any notes/files).

The resolution field never says anything more than "This request has been resolved and closed."

Conversely, MS never fails to send an email with helpful and detailed notes upon closing a case.
The notes from that email should be in the ticket as well.

If an issue repeats or we want to check our old tickets to see a previous fix, our only recourse is to hope our employee who opened the ticket is available (not retired, on vacation, etc.) and has the resolution email from MS.

In most help desk systems, the resolution (at minimum) is included in the ticket.

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SDADM shared this idea  ·   ·  Flag idea as inappropriate…  ·  Admin →

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  • SDADM commented  ·   ·  Flag as inappropriate

    P.S. I included the URL so others can check their own support history and see if the same applies to their tickets before deciding whether to support this idea.

    It may be that this is only affecting my employer, and others at different support levels don't have this issue.

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