How may I monitor a case from several case groups within the portal?
Issue
- RFE Portal - Ability to put cases in multiple Case Groups
- This request comes from a customer who has a group of TAM contacts that interact directly with the TAMs, and then a number of other groups who operate independently (mostly). Each group has its own Case Group, and in some situations, the need arises to share a case in multiple groups (ie have visibility and notifications for those in both).
- As an example, the XYZ group opens a case in their Case Group, "XYZ". For one reason or another, a need arises to escalate this case to the TAMs, and thus the TAM Contacts also need to keep an eye on it. If they move it to the "TAM Cases" Group, XYZ no longer sees it in their view. If they choose to leave it in "XYZ", the TAM Contacts can't keep track of it.
- They want a way to put a case in multiple Case Groups.
- With the upcoming addition of email notifications based on Case Groups, this feature becomes even more important.
- Ability for different groups to stay notified of Red Hat support cases relevant to them, with the understanding that responsibilities often fall under the purview of multiple groups.
Environment
Red Hat Customer Portal
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