In this article
- Overview - Sometimes, the Incident Case gets closed even if the issue has not been resolved yet.
- Explanation and rationale as to why and when Incident cases will be automatically closed.
- Information on benefits when starting to use the M-Files Support Portal
Overview
This article covers only information on Incident case record types. Incidents are technical issues with M-Files products' core features. They are also in the Service Level Agreement (SLA) scope contract-wise. Other case record types, like Problems or ISRs, do not have SLAs.
Sometimes, you may notice that you receive an automatic email saying that the case is already closed when you reply to a case email from your email application. If you think that your issue has not been resolved yet, you may wonder why.
Why so?
Explanation
M-Files Support Specialists handle the Incident cases in the M-Files Support Tool according to M-Files Support Policy. Case lifecycle and statuses ("bday" = business day, excluding weekends):
M-Files Support asks for more information
When an M-Files Support Specialist asks you for information via the Support case, he will set its status to "Waiting for Customer". If you or no one else responds in 2 business days, the system will automatically send the Case Contact (= usually the person who originally submitted the case) an email reminder. If no one replies, there will be another reminder after 2 additional days (24 hours before auto-closure). If there are still no replies, the case will be auto-closed by the M-Files Support tool after 5 business days in total.
A satisfaction survey will also be sent automatically because we expect the case to be resolved, as we have not heard from you since the reminders.
M-Files Support Proposes a Resolution
When a resolution is proposed, the Support Specialist will use the status "Resolution Proposed". Without any reply, the case will be automatically closed after 3 business days. Also, in this case, there will still be an automatic reminder 24 hours before the case is auto-closed by the M-Files Support tool.
Why the automation times?
The incident case lifecycle is designed like this to enable both M-Files Support to work efficiently and to make resolutions of your Incidents from your point of view efficient also. The cases will not stay open more than necessary, and the SLAs can be met with higher precision.
This is the logic. We kindly ask you to take this into account when rating M-Files Support Specialists' service. Thank you so much, our beloved customer!
If there is a special need to keep the case open longer than the designed lifecycle, please let our Support Specialists know via the case.
Support Portal, a good tool!
Link to M-Files Support Portal: https://support.m-files.com. You can log in with the "Login" -button.
Benefits of the Support Portal
- You can see all your cases and their statuses more easily than via separate emails in your email box.
- The full discussion feed is there. Via emails not.
- The case type is visible as well. You can see what cases are Incidents, and what are something else.
Instructions on how to get access to the M-Files Support Portal are here: Support Portal User Registration.
Starting from 1. Oct 2024 Support Portal will be the only way to submit new cases to M-Files.
