Cases
The Cases page lists the support requests of your organization from the last 6 months. Open a case to read its details or send a comment, or create a new one.
Viewing cases needs the access level Full access, Manage, Read or Support user. Creating a case and commenting need Full access, Manage, Write or Support user (see Permissions).
Need help?
A bar below the page title offers two shortcuts:
- MSP User Manual opens the self-service guides for onboarding, offboarding and productivity in a new tab.
- Download QuickSupport opens the download of TeamViewer QuickSupport in a new tab. Install it if the support team asks to connect to your computer, and share the ID it shows with them.
Find a case
Use the filters above the table to choose which cases are shown. Each filter shows how many cases it contains.
| Filter | Shows |
|---|---|
| Open | Cases that are being worked on: every case except those that are solved, answered, cancelled or merged. It includes the cases that wait for you. |
| Waiting for you | Cases where Nodefusion has asked you for details. Add them in a comment so work can continue. |
| Closed | Cases with the status Problem Solved, Information Provided, Canceled or Merged. |
| All (default) | All cases from the last 6 months. |
Type in Search name, number or subject to narrow the list. Changing the filter or the search returns the table to its first page.
The table
| Column | Content |
|---|---|
| Case | Case name with the case number below it |
| Subject | The subject chosen when the case was created |
| Status | Current status of the case |
| Priority | Priority of the case: Critical, Urgent or Important |
| Contact | Primary contact of the case |
| Created | Creation date |
The newest cases are shown first. Select a column heading to sort by it. Open cases always stay above the closed ones; the sorting applies within each of the two groups. On a narrow screen some columns are hidden, or the table becomes a list of cards.
Select a row to open the case details.
Create a case
Select New case to open the new case form. The button is visible only if your access level allows creating cases.
Cached data
The portal keeps the loaded list on your computer for 5 minutes, so it does not have to be fetched every time you open the page. When the list comes from this stored copy, a refresh button appears at the start of the toolbar above the table; its tooltip shows when the data was loaded. Select it to load fresh data. After you create a case or send a comment, the list updates by itself. See also Cached data in Getting Started.
If the list cannot be loaded, an error message with Try again is shown in place of the table.