Skip to main content

Case details

Select a row on the Cases page to open the case. The page shows the case information and lets you send a comment to the support team or close the case.

The header shows the case name, status, priority, the case number and the opening date. Select the case number to copy it; the message Case number copied confirms it. Quote the number when you contact support.

Two banners may appear under the header:

  • Nodefusion is waiting for your reply: support needs more details. Answer in a comment so work can continue.
  • This case is closed: comments and status changes are no longer possible. Create a new case if the problem returns. A case is closed when it is solved or cancelled.

Information​

  • Description: the text you wrote when creating the case.
  • Details: Subject, Priority and Created on.
  • Contact: the primary contact (Not set if empty) and Additional CC addresses (None if empty).
  • Remote support: Download QuickSupport downloads TeamViewer QuickSupport. Run it if support asks to connect to your computer.

These values cannot be edited.

Send a comment​

In the Add a comment card:

  1. Write the text in Comment*. It is required.
  2. Optionally change Case status. The list shows the current status of the case and offers In Progress, On Hold, Waiting for Details, Problem Solved, Information Provided, Canceled and Merged. Leave it as it is to keep the current status.
  3. Select Send comment.

The comment is emailed to the support team. The page does not list comments, so there is no comment history. After sending, the message Comment sent to support appears and the field is cleared.

If you choose Problem Solved or Canceled, a warning appears first: a closed case cannot be reopened or commented on. After sending with one of them, the case shows the closed banner and the form is disabled.

Commenting needs the access level Full access, Manage, Write or Support user. With Read access you can view the case, but the card shows Comments aren't available.

Notifications​

  • Case number copied: after you copy the case number.
  • Comment sent to support: after a comment is sent. The case list updates by itself.
  • If sending fails, an error message appears. The comment stays in the field, so you can send it again.

See Messages and notifications in Getting Started.