How to view Related Solutions on Cases in the Customer Support Portal (CSP)

How to view Related Solutions on Cases in the Customer Support Portal (CSP)

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Created On 04/28/20 19:02 PM - Last Modified 07/19/22 23:17 PM


Objective


This article provide guidance on how to view the Related Solutions in the Customer Support Portal (CSP), which helps deliver relevant solutions, found and provided by Support. These solutions can help improve the efficiency of self-service, by allowing users to resolve issues with existing solutions or may be used to provide and/or collect additional information to assist in troubleshooting.

Environment


Customer Support Portal

Procedure


When a solution has been identified, that can help answer a question or help bring a case to closure, the case owner will attach the solution(s) to the case. To view the solution(s), follow the steps below:
  1. Sign into the Customer Support Portal (CSP)
  2. In the left navigation, click Support Cases
support home highlighting support cases
 
  1. Locate and click on a case number to open an existing case to view the details
support cases highlighting the case number to click on
 
  1. Related Solutions will be displayed above the Case Information
    1. A [3+] indicator will display to the right of Related Solutions if there are more than 3 solutions attached, scroll down to view them
    2. If there are no Related Solutions attached to the case, the Related Solutions section will not be displayed
  2. Click on a solution to view
case details with related solutions
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