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Can a Partner automatically Receive an Email when their Customer Opens a GTAC Support Case?

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TitleCan a Partner automatically Receive an Email when their Customer Opens a GTAC Support Case?
Objective
  • Partner receives an email when their customer opens a GTAC Support case
  • CC email partner when Support Case opened
    Environment
    GTAC Support
    Procedure
    When a new customer contact/portal record is user-created via Extreme Portal, the partner's notification email address should be configured as this user's secondary email address.
    To modify one or more such customer contact/portal records after the fact, this requires GTAC Support assistance.

    When any user opens a GTAC Support case, the system copies their primary email address into the new case's Contact Email field and their secondary email address into the new case's CC Email Address field.

    Upon case open/update/closure activity - via GTAC technician, Extreme Portal, or Email - the system sends notification email to the recipients listed in the case's Contact Email and CC Email Address fields.
    Additional notes
    This is typically desirable if the partner holds a PartnerWorks or PartnerWorksPlus contract with the customer. In such instances it is the partner - not Extreme Networks - who is responsible for working directly with the customer then opening a GTAC Support case as needed.

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