@JohannesWittwer IFS has identified your observation as a defect and is working on a solution.
A key concept of KCS methodology is to create and evolve content based on demand and usage. That is why we are not migrating all available knowledge out there (In this conversation ‘published LCS solutions, which also needs to be converted to knowledge), but allow the knowledge to accumulate based on the demand and usage for that piece of information.
By ‘keep the content current’ what I meant was, we will be creating knowledge articles for errors that are being sought or encountered by customers since the launch of IFS Service Center.And yes, IFS does have access to legacy data.
@Matthew you can view your company historic cases through the IFS Service Center using the ‘Legacy G Cases’ view. But we do not have a capability in IFS Service Center which allow you to search LCS solutions or bug ids.In IFS Service Center, we are taking a knowledge centered service approach, meaning we intend to create KBA for known errors and then customers are able to search for these known errors via a search in the IFS Service Center. We are populating the IFS Service Center knowledgebase with KBAs as we resolve cases that are currently active in IFS Service Center. By doing so we can keep the content current.While looking at an old case from your company if you feel a need to read about an LCS bug id mentioned there, please create a new case and ask IFS to share details of that old LCS bug id. Our Service Desk will then be able to help you read it’s content either by sharing it’s content on the case or by creating a new KBA for that LCS bug id.
@Matthew Can you kindly elaborate what kind of LCS data you are referring to?
@SGPKAYATHIRI In the old LCS portal (accessed via https://support.ifsworld.com/ifscec) there is no field named ‘Priority’. May be you are referring to a different field?Anyhow in the new IFS Service Center (accessed via https://support.ifs.com/csm) priority is calculated based on customer inputs given at case creation.If you are talking about ‘report an issue’ scenario, please watch this video. It explains the necessary information for calculating case priority. It is part of our Getting Started with IFS Service Center playlist.
Hi @dmanuele Some forms in the IFS support portal like the ‘service unavailable’ is limited only for our Cloud hosted instances.But you should still be able to use ‘report something else’ form for none cloud hosted instances.‘service partly unavailable’ form, ‘Impact = 1 user’ should also be usable.
To access your old tickets raised through CEC, please use the below marked menu option.
Hi Doug,When an IFS customer starts an upgrade to IFS Cloud Product, their ticketing platform for all solutions change from ISC\CEC to IFS Support Portal.Please look at below pictogram which visualize how a customer can contact support for different solutions they have.If you did have access to CEC previously, it is most likely due to a technical fault.The fact you no longer have access means, the technical fault has been resolved.I quickly checked your company entitlement in our back-end, it had an active support key only for an IFS Application 8 instance.Hence your account in the IFS Support Portal now has been configured to enable case reporting for the IFS Application 8 instance.
Have you tried using this link?https://portal.ifsworld.com/get_pwd/you might need to type your username as CORPNET\****
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