Cases provide an audit trail, tracking mechanism and assessment across entire customer base
Not sure if it’s case worthy?
Ask your CSM/Services/PM but don’t hesitate to submit a case of type “Question”
Have multiple issues to report?
Break them down into multiple cases if possible
Issue is too complex / too broad / not reproduceable?
We still want to hear about it and can often tell you if others are impacted
Prioritize in context of other issues submitted by your organization
Customers usually know best which issues are most critical for their organization but Revenera may not always have this knowledge. It removes a lot of ambiguity when customers help us with prioritization. Remember, you can view all suppport cases filed by your organization by using the 'All Cases' filter.
We will take care of prioritizing your case in context of our entire customer base and strategic initiatives.
Remember Priority = Urgency + Business Impact
These are not pre-defined case fields, but this is critical information for our PMs.
Urgency is all about time.
Help us identify issues that may not be blockers today but you expect them to turn into blockers in a week, a month, a year. Advise us of any known deadlines this bug will affect.
Business Impact is the effect of the issue on your business
Here are some examples of business impact to consider:
Business activity is affected
Potential operational loss
Potential financial loss
Inability or length of time to recover
Don't forget to update the case if circumstances change
Perhaps you found an acceptable workaround or moved to a different release alltogether. Please don't forget to update us on the changes so that we can better apply our valuable time and resources.