On-line Case Creation

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Be able to choose the preferred time zone or location of the tech support engineer

Currently, myOSIsoft is set up to minimize the time that a customer needs to wait before receiving a response after they create a case. However, this means that if a customer creates a case outside of their regular working hours (e.g. overtime, ir...

Kenneth Barber over 1 year ago in Customer Portal & PI Square / On-line Case Creation 0 No Status

16 VOTE

Add a view only user type restricting option to raise support cases

We have few section of users interested in learning module and others who would be only having view (read-only) access to customer portal. The current list of user types in https://customers.osisoft.com/s/knowledgearticle?knowledgeArticleUrl=k...

Guest over 1 year ago in Customer Portal & PI Square / On-line Case Creation 2 No Status

3 VOTE

Enhance Tech Support Case Creating Description Window

Enhance the Case Form description window when entering in a new tech support case. Allow the description window to be full screen. Support basic formatting of text. Support pasting of images. The current description window is both too smal...

Guest over 1 year ago in Customer Portal & PI Square / On-line Case Creation 1 No Status

1 VOTE

custom filter for tech support cases

JNJ would like to be able to create custom filters for their tech support selection tickets, like for this list of sites, non NOC open cases, etc.

Guest over 1 year ago in Customer Portal & PI Square / On-line Case Creation 0 No Status

1 VOTE

Format of tech support cases

Threading features in tech support cases can be confusing, especially for large, long, complex interactions. The same message appears in multiple places in the thread making it hard to follow.

Guest over 1 year ago in Customer Portal & PI Square / On-line Case Creation 0 No Status

1 VOTE

Download case attachments

JNJ would like to be able to open attachments / download attachments to cases, but can only open “simple types” like word / PDF / excel, etc. If a zip is uploaded it is more or less useless to a portal user, cannot view, cannot download.

Guest over 1 year ago in Customer Portal & PI Square / On-line Case Creation 0 No Status

2 VOTE

Automatic case creation for license generation error

As a admin user, when experienced an error during license generation, I would like a technical support case created automatically on my behalf. And a representative from OSIsoft to contact me regarding the error. Currently, I need to contact techn...

Willy Seah Wei Liat over 1 year ago in Customer Portal & PI Square / On-line Case Creation 0 No Status

5 VOTE

Improve MSF mismatch instruction

Currently, the instruction says, "Please confirm that you have uploaded the correct MSF. If this issue persists with a correct MSF, please open a support ticket by selecting the option below". The instruction can be inferred as the user has upload...

Willy Seah Wei Liat over 1 year ago in Customer Portal & PI Square / On-line Case Creation 1 No Status

1 VOTE

Show nick names I have added on Product page along with serial numbers for case creation

I don't think anyone knows all the serial numbers for their PI archive servers. On the products page I have added nicknames to the archive server entries so I know which server is which serial number. When I create a case and have to choose a ser...

Guest over 1 year ago in Customer Portal & PI Square / On-line Case Creation 0 No Status

1 VOTE

Have pre-defined PI Trends embedded in the body of the PI Notification Emails

I would recommend that the PI Notification developer would have a way to embed a pre-defined PI Trend in the body of the PI Notification email so the end user does not have to open a ProcessBook trend as an attachment in ProcessBook. Thanks, Phi...

Phil Jones over 1 year ago in Customer Portal & PI Square / On-line Case Creation 1 No Status

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