Managing Cases in Sugar

While we are working cases and attempting to reach a resolution on reported issues, if you are able to resolve one node in a multiple node outage update the case description to correctly reflect what the issue is.  This will help reduce confusion when cases are escalated to Tengo as they will be able to identify what the CURRENT issue is at the location and not the Original.

For example:

 

This case has been automatically created by WAM due to the three AP’s at the location being offline.

 

 

Let’s say Jeff worked this case, he was able to work with the location to bring AP 11 back online which also brought AP 12 back online, however AP 13 would not re-connect once AP 11 was brought back up.  Jeff would then not only notate the work that was done on the location and what the new situation is but would also go ahead and update the subject line to now reflect the single down AP.

The new subject would be along the lines of: “AP 13 Offline, AP’s 11 and 12 recovered”

The case would then be re-classified and next step identified before moving on to another case.