Multiple PINs on a CCMS case
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Tim Crute
I submitted a DTAC from ExpertConnect, and entered two serial numbers in the box. ExpertConnect says the case was submitted successfully, but when I checked CCMS later, there was a popup saying the serial number was invalid. It would be nice to have this message from ExpertConnect if there is an issue.
Kurt Banwart
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We've added some validation on the Serial Number field to only accept a single PIN. This should make it clearer that only a single PIN is supported.
Once the case has been created you can open the case in CCMS and add the other PINs. Thanks for your feedback on this.
Keith G.
Tim/Kurt in my experience with submitting anything that has something extra in the model/pin/hours boxes, it submits the case into CCMS, but it submits it in draft form for the technician that you assigned the EC ticket to in the JD RACF ID. We use the technician's Xid. If it goes into a draft state for that tech, we can't touch it. We would have to contact the tech, have him fix and submit it, or we fix it in EC and submit a new case. That takes usually a minute or two and we don't need the tech for that. I found that issue early on and try to avoid it, but it still happens from time to time. The draft stays in CCMS and is basically there with no way to fix it, no one other that the original tech can fix it, and why would they if they don't know it's there, or it doesn't affect them.
Sorry for the long reply, but that is usually where CCMS cases that "disappear" after submitting from EC go.
Kurt Banwart
in progress
Keith G.
When I do multiple pins from an EC ticket to CCMS, I use one in the ticket, include the others in the summary. Then change the case to multiple pins in CCMS and cut and paste the additional pin numbers in. An extra step, but I don't have to do it very often.
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Tim Crute
Keith G.: Thanks Keith, I agree and was thinking the same. If it's necessary to log into CCMS anyway, perhaps EC should pre-populate a DTAC case then open CCMS to complete the process.
Kurt Banwart
Hi Tim Crute - thanks for pointing this out. Today, the integration only supports a single PIN. How often do you need to enter multiple PINs on a single CCMS case?
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Tim Crute
Kurt Banwart: In my support role we are regularly putting multiple demo subscription requests for example. Keith G comment above is what I will do in future, but the issue is more that EC says the case was submitted successfully when it wasn't.
Kurt Banwart
Tim Crute: Sounds good! We'll add some validation on the PIN field to only accept one PIN to avoid any confusion in the future. Thanks for the heads up!