JMUnderwood Green Ribbon

Wow! This new policy has addressed an issue that did not exist, and has made it very difficult for end users to get more extensive help than what is available in this forum. End users come here mostly for one reason -- looking for solutions to their problems. Sometimes the problems are small, sometimes large. Sometimes the…

The stars are used to prioritize enhancements within your votes. we will assign a weight to each of your votes as follows (rating of this vote) / (avg rating of all your votes) Thanks, -e That helps. But how does the resulting weight of my vote factor into selection/implementation of that ER? This is a bit confusing. Given…

Another FYI. This was strange... I voted on ER #80440 ("Please provide for a search result column for last purchase date"), and got an email saying "This confirms that your email was received by the Apollo Biz Solutions email server. The intended recipient may or may NOT have actually received or read your email. If you…

Evan, Could you please clarify how the star rating will affect ER selection for implementation? Thanks.

fix1t Are you possibly looking for a guide in the FAQ are that would help determine where a thread should be created? One suggestion that should be easy to implement and would be most helpful: Add a description of the purpose/scope of each forum which appears just below the forum title. An example of this…

It would be VERY helpful to be able to search for: SearchstringCustomField MultiSelectCustomFieldRef etc. When you search for these long terms, the system returns zero results saying the term is too long.. Bill, I agree, we should be able to search on those long terms. As a work-around, try breaking up the long keyword…

Always a pleasure! (and they say Dallas and Houston don't get along :-) )

i'd prefer to have the subscription setting default to 'yes' for threads that i start - the email notification is so much easier than trying to remember all the questions you've posed and checking them regularly thanks ben You can set this as default using the User CP (link also in upper left corner).

Were the desired changes specified ina previous post? Evan, Here are some threads that address this issue: [LIST] [*]Improving the Forum Search [*]Proposed Best Practice for This Forum[/LIST]There are other comments scattered here and there. My Top 3 desired changes are: [LIST=1] [*]Enhanced Search (see above) [*]Effective…

Flash is gone! Good job Steve! :cool:

Steve, I also do not like the default email format for Cases. Fortunately, you can customize each of the Case email types. I think the problem you are referring to is the "EMail History" that gets compounded with each reply that also includes the history. As you noted, you end up with 80-90% repeated history, and only…

Oh man... how do I unsubscribe from threads again? That'll teach me to post a comment... click on the "Thread Tools" button/link at the top of the thread, and then click on "unsubscribe". I agree, this thread is a waste of time, space, and effort. I never expected to have to mount a major campaign to get a resolution to…

It also screws up my autodialer programming. Most voice response systems can be programmed to accept the options at any time. NetSuite please allow input of the Account Number immeditely, and then input of the desired queue. Just my 2c.

I am having exactly the same experience as Olivier -- it is for ALL cases. I also agree with his suggestion.

Jim – Management is also looking into the volume concern you mentioned. We have not encountered the same occurrences. Any more information that you could provide would be greatly appreciated. Should anyone else be encountering the same please advise. . Phillip, Can you PLEASE at least lower the volume of the on hold music.…

Jim - Please file an online case with Support and provide the case number. I will forward the case onto Management. . Your customer care case # is 887201 All I can tell you is that it is very consistently LOUD. It is so loud that the people in offices next to mine complain. I conduct many conference calls each day on this…

Most people I have talked to really prefer silence while on hold. This allows you to put the call on speaker phone, continue with your work uninterrupted until the support rep comes on the line. Remember some companies already have some kind of music playing in their offices. On hold music just conflicts with that. Just my…

During your local business hours, on-line cases submitted are responded to within 2– 4 hours by telephone with an agent call back. James, Can we expect a 2-4 hour response for all cases submitted online, including Gold Support and Silver Support (already under contract)?

Nope, unfortunately not.

Eric, I understand your frustrations. Many of us have had a similiar experience. Take a look at the following thread. It may help.[INDENT]Best Practice for Submitting Cases [/INDENT]Good luck, and keep posting until your issues are resolved.

Has a case been filed with support? If not can you please file a case - attach a copy of the email you received. If possible also attach a copy of an older email where the details you ask for were provided. Please post the case number here. With the case number we can move forward with an investigation. Phillip, I know…

If it were me I would send notice by certified return receipt mail and to [EMAIL="billing@nesuite.com"]billing@nesuite.com[/EMAIL].

We are a silver support customer and have submitted 3 cases (case 602139(issue127129), case 6021733), 4 weeks ago (2 of which are pretty serious for us) One answered "known problem to be resolved". One turned into an issue (still unsolved) and one not answered at all. I have also contacted our account manager about these…

Is NetSuite doing anything to address this issue?

Here's a great quote about how SalesForce.com handles ERs. NetSuite, here is one area you could really learn something from salesforce. Take a look at this: Of course there is a wonderful example of how good things (an open community) can be over a salesforce, not sure why NetSuite is still stuck with a cold war mentality,…

Here is another great example of why the case/issue email format and content need to be overhauled: [LEFT]From: NetSuite, Inc. [mailto:support@netsuite.com] [/LEFT] Sent: Tuesday, September 04, 2007 06:31 PM To: Jim Underwood Subject: Update Notification for Issue 128814 Issue Number 128814 Type Defect Severity S2 - Urgent…

In terms of the UG, we do monitor, however we prefer to respond through a case management system directly with customers to ensure tracking and resolutions. We will continue to monitor and review. James, I can certainly understand why you prefer a case mgt system. What would be really cool is if you could use the NetSuite…

The one thing that I didn't hit upon in my other thread was the launguage barrier. I avoid this topic, as it is easy to confuse the barrier with other perceptions. First, let me make this perfectly clear. I could care less about the race, color, ethinic background, country, location, or anything else about the tech support…

In our case we had to use multiple subsidiaries and we are force to duplicate a lot of our information for each subsidiary including customers and vendors. This issue can be mitigated somewhat by setting up top-level parent customer assigned to your top-level subsidiary. Then you can create sub-customers for each…

Michelle, You should probably call NS Support and ask them this question. When OneWorld was first released, there was a known limitation that prevented you from changing certain fields AFTER the Subsidiary is saved. Perhaps one approach is to rename this subsidiary, and then set it INACTIVE. Then create a new subsidiary…