Content case is showing resolution cops

[winvarma]

Hi Forum,

Have raised few cases related to content and there is a field named Resolution:COPS-1234

what does that resolution code means and how to understand that and is it only for internal support purposes or there is some information for the customers as well.

Regards,

Winvarma

[Alpesh]

Hi @winvarma ,

Yes, you are correct. This information is internally used by the Support team to track a request with our Content team. 

Thanks!

[winvarma]

Hi @Alpesh ,

thanks for the inputs and how to update the ETR to customers on content cases as that resolution status cannot be decoded by us.

[Alpesh]

Hi!

The Support team should be able to provide a tentative ETA\ETR for the content requests. Please work with them through the case to get the information.

Thanks!

[bcurran1]

Hi @winvarma ,

yes, COPS is an internal identifier.  If you can provide the Salesforce case numbers I will update with expected ETA for resolution 

thanks !

Brian 

[winvarma]

Hi @bcurran1 ,

Please find the case details, Appreciate your help in this regard, many thanks in advance.

02202226

02198817

Regards,

Winvarma

[bcurran1]

Hi @winvarma ,

02198817 - the ETA for this case in 9/18 

02202226 - this request contains a significant number of installer evidences (9K) .  We will triage and revert with a mapping proposal plan by 9/18

Regards

Brian 

[winvarma]

Hi Brian,

Thanks for the update, will be waiting for the update.

Regards,

Winvarma

[winvarma]

Hi @bcurran1 

Could you please help me on the currents status of the content requests and didn't hear from the Support and as per earlier update the ETA is 18 sept20.

Thanks in Advance

[bcurran1]

Hi @winvarma ,

02198817 - the evidence mappings have been released in the latest ARL Build over the weekend and the Salesforce request has been updated with the outcome 

02202226 - this request contains a significant number of installer evidences (9K) .  We will triage and revert with a mapping proposal plan by end of day today 

[bcurran1 · Accepted solution]

Hi @winvarma ,

02202226 - the team have completed triage on this request and a mapping plan has been sent to Vinay Kumar Cherukuri  

[winvarma]

Hi @bcurran1 ,

Thanks for the updates and guidance on the cases raised. Appreciate your help

regards,

Winvarma.