SoftwareOne now uses Cases to manage your service

SoftwareOne have migrated to a new Service Management platform which uses “Cases” to track work.

We do apologise for any inconvenience, this does mean there will be some incremental changes happening in the short term as we work to improve the experience.

If you do have any issues you can email us at support@softwareone.com

We will list our known issues here:

Issue	Description	Impact
Service, Category and Subcategory not showing in table	After raising a case the Service, Category and Subcategory columns are blank	Your case is still registered with the team but granular reporting and filtering is restricted until this is resolved.
Spinner shows forever on My Tickets or My Company Tickets	When opening Tickets some customers are given a spinner that never ends.	Stops you seeing any tickets. You can hit Create to create a new ticket
Contracts are listed with contract ID when creating a case	When creating a case a drop-down is shown with your contract ID’s, and its impossible to know which contract to assign it to	Please do just choose the first contract and entitlement. The SWO team will ensure it goes to the right place at the back-end

Issue

Description

Impact

Service, Category and Subcategory not showing in table

After raising a case the Service, Category and Subcategory columns are blank

Your case is still registered with the team but granular reporting and filtering is restricted until this is resolved.

Spinner shows forever on My Tickets or My Company Tickets

When opening Tickets some customers are given a spinner that never ends.

Stops you seeing any tickets.

You can hit Create to create a new ticket

Contracts are listed with contract ID when creating a case

When creating a case a drop-down is shown with your contract ID’s, and its impossible to know which contract to assign it to

Please do just choose the first contract and entitlement. The SWO team will ensure it goes to the right place at the back-end

Accessing Support

You still access support through the Tickets tile:

Depending on your Tickets Role, you will see one or two tabs:

My Cases
My Company Cases

The colmns are as follows:

Column name	Description
Priority	This is calculated based on the Impact you have submitted when createing a case, combined with a factor SoftwareOne apply to ensure we deal with global issues accordingly. For further information check our Service Levels document
Type	We now Support two types: Service Management: handles Standard Incidents & Request. Service Quality Issue: handles escalated Service Management cases. Service Quality Issues are raised by opening an existing case and clicking “Raise Service Quality Issue”
Title	The short tiltle added when creating the case. This is the Subject line of the email when cases are raised by email
ID	SoftwareOne’s internal Case identifier
Service	The Service the case was raised against
Category	The Category defined when raising the case. This helps get the case to the right team more quickly
Sub Category	The Category defined when raising the case. This helps get the case to the right sub-team more quickly
Created	The date the case was created, by portal or by email
Responded On	The last time you or a SoftwareOne engineer responded to teh case. Click the column title to sort with a down arrow to have the latest responses at the top:
Status	We have the following Status: New: Registered but work has not yet started on it Open: Work has started, the ticket is with SoftwareOne Awaiting Info: SoftwareOne are waiting for further information from yourself or from VendorR Resolved:SWO Have marked the item resolved. After 3 days it will be moved to Closed Closed: The ticket has been closed