New features enhance problem tracking

~ Contributed by Roger Chenoweth, Technical Support,  SAS ~

We have recently enhanced the application (the Tracks application) that enables you to check the status of problems and questions that you have submited to SAS Technical Support.  I’d like to take this opportunity to describe the new features as well as introduce new customers to the application.

  • List all of your tracking entries
    You can quickly check the status of the tracks that you submitted to SAS Technical Support.  On the SAS Customer Support home page, click Check Problem Status in the left navigation under SUPPORT.  You will need to be logged in to the site to use this feature.  The application will display all tracks that are associated with the email address that is stored in your web site profile.
  • Filter your tracks list
    You can use the filters at the bottom of the listing to customize the tracks that are displayed in your list.   You can also select Hide to restrict certain tracks from being displayed.  One of the new features of the application allows you to save a default filtering that will be remembered from session to session.
  • Search for a particular track
    A new search feature has been added to the application so you can go directly to a track of interest, even if it has been filtered from the default display.  You can search by track number or description.
  • Quickly resolve a track
    On the detail page for an individual track, you can now click Close this Track, which will enable you to quickly notify SAS Technical Support that the problem has been resolved.
  • View track attachments and metadata
    Other recent enhancements have improved the display of attachments and metadata that are associated with the tracks. 

We hope you find that these enhancements make the application more helpful and easier to use. Tell us what other enhancements would make you more likely to use this application on support.sas.com.

tags: site usage, Tech Support Updates

2 Comments

  1. Fred Janssen
    Posted November 27, 2012 at 2:46 pm | Permalink

    I created my SAS profile many years ago and submitted many tracks to SAS Tech Support. I occasionally have to refer back to my tracks, even after Tech Support successfully resolve my issue. Last year, my organization changed the domain associated with my email address. I updated my SAS profile to reflect my new email address, but when I did that, my tracks were not available to me because they were based upon my old email address. Is there a way to associate my old tracks with my new address?

    • Roger Chenoweth
      Posted December 10, 2012 at 11:39 am | Permalink

      Hi Fred,

      We designed the tracks application this way to prevent unauthorized access to your tracks. For customers needing access to tracks opened with an email address that doesn't match the email address in their profile we have an approval process that makes this possible.

      You will need to request supplemental access authority. This request goes to the SAS Installation Representative who is assigned to the site number that was used to open the tracks. The SAS Installation Representative can grant your request using the administrator link in the SAS Installation Representative's view of the tracks application. You can either contact your SAS Installation Representative directly or use the Request Access to Other Tracks form (http://support.sas.com/ctx/tracks/specialUserRequest).

      Regards,
      Roger

One Trackback

  1. By New Feature helps you never lose track on February 4, 2013 at 6:02 am

    [...] If you have a web profile that uses the same email address and you are logged in to the Online Customer Support web site (support.sas.com), you can review the history of that track and any other open or closed track.  All of this is available to you via the Tracks application.  (Learn about the latest updates to the Tracks application.) [...]

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