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MVP
Posts: 2,958
Registered: ‎10-25-2011

Support Center Case issue

Hello im not sure where should i post this...

But im opening a case and well the other day  i opened a case on the new Aruba partner center via my support cases...

That day i was able to select who was the owner of the case... in this case i just assigned it to one of the Aruba TACs and well everything was good i got an email that  case dispatched to queue

 

But now im creating another case but i dont have that option anymore.. it says im the owner of the case and i dont get an email of confirmation that its ont eh TAC Queue!

 

Anyone can help in how to assign it to the tac queue? or how does this support center works now?

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Product Manager - Aruba Networks
Alternetworks Corp
alc
Retired Employee
Posts: 262
Registered: ‎10-29-2012

Re: Support Center Case issue

Hi NightShade1,

 

Thank you for reporting this issue with the Aruba Partner Center. I’ve forwarded your post to our support team,  and I believe one of our support engineers has already reached out to you and resolved this issue. To summarize, currently we do not have the option for customers to assign newly created cases. You are definitely welcome to put in a recommendation to work with a specific TAC engineer. However, case assignment is typically based on engineer availability in order to provide you with the fastest response. All of our TAC engineers receive the same high quality technical training, and they are all dedicated to work with our customers until a resolution is found.

 

If you do not receive an email confirmation after you’ve opened the case, please send an email to support@arubanetworks.com or call us at 1.800.WiFi LAN. One of our support team members will get in touch with you ASAP to get the case assigned.

 

Please do not hesitate to PM me directly if you have additional questions.

 

Regards,

Anton Chiang
Community Manager

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MVP
Posts: 2,958
Registered: ‎10-25-2011

Re: Support Center Case issue

Thank you for the feedback

Yes one of your engineers was looking at this case.

I alraedy got my ticket assigned!

They told me that when i create anew case i should get an email now they fixed it.

Thanks again.

 

Cheers

Carlos

----------------------------------------------------
Product Manager - Aruba Networks
Alternetworks Corp
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