Anyone else having issues creating cases in the new Customer Portal?

Shortly after the migration to the new Customer Portal our Account association seems to have disappeared. We can't view open Company cases, and can't create cases because the Account association is missing. Anyone else having similar issues with the "New" Customer Portal?

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unknown

Yes - we had one open company case and I don't see it on the new Portal now.

Hans Mueller

Yes, we (at Infor) just got a message that there is a known issue and our IT teams are working on it as a very high priority. Will provide an update when I get one.

andy

Thanks Hans. It appears to be functioning for the moment, so maybe a fix was applied?

Another issue we're having (that I think was mentioned on the innovations call) is there doesn't appear to be a way to subscribe to all company incidents, or company incidents by product.

Do you happen to know if this functionality is available? It did exist previously in the old portal. Thanks.

kellie-gilbert

Yes - all of my open tickets have been closed AND none of my clients are available.

Hans Mueller

We have received word that the issue was resolved and you should be able to log cases again. That was about an hour ago (10:30 am ET) - sorry, I was out at an appointment.

Andy - I have the follow up answers from our call, I will get them sent out and posted.

jose-sahagun

I was wondering the same thing as I can't seem to locate where to subscribe others to the incidents.

unknown

There is a setting for this, but it doesn't appear to be working - I am not getting any notifications:

cleverly

And for migrated cases it doesn't appear that the system sends anything to the primary or alternate contacts when the case is closed in the new system. I'm hoping that a case created directly in the new system would at least email updates to the person who created it.

andy

All I've seen so far is you can subscribe to individual cases from the actions menu, but no broader subscription to Company cases.

jose-sahagun

Looks like we also lost the ability to do quick response via email or am I overlooking something?

mwilborn

Anyone see the open or created date for the case? Also you cannot rank one the same as another you get an error when the incident would renumber them to allow this change in the rank. Has anyone seen this issue too?

Bruce Middendorf

Andy- this issue has been resolved. If you still cannot create cases or cannot see your cases, please call Customer Care

andy

Thanks Bruce, it's been fixed for a while. I think now we're just trying to sort out the features that are missing that previously existed.

andy

I haven't seen a case created timestamp either. I checked the filter attributes and all I see is an "Updated" timestamp.

Bruce Middendorf

Greg, can you email me the Incident # from Infor Support Portal and I will investigate and email you directly. bruce.middendorf@infor.com

Bruce Middendorf

Jose, quick response via email was functionality that we brought over. Can you provide details on what is happening. Please email me: bruce.middendorf@infor.com

Bruce Middendorf

Michele, the Ranking Issue has been reported and is on our Issues List. Investigating your question on Open/Created Date

mwilborn

Thanks, Bruce! We appreciate it!

jose-sahagun

I sent you an email.

Bruce Middendorf

Confirmed that Quick Response is working as expected.

casey-kelley

Is anyone having issues getting automatically logged out? I have logged in successfully into Infor Concierge and clicked the new customer portal button -> it redirects me and then a screen appears that I have been successfully logged out. I have also gone to customerportal.infor.com and states the same thing. I can't open a case to get support to look at my account, because I can't get into it (LOL). Yes, I have cleared my cache, tried different browsers and even different computers and my smartphone all with the same issue. I'm scratching my head on this one. Anyone else?? ~Casey

unknown

Very eager for this functionality to be restored.

mwilborn

@bruce-middendorf Hi Bruce, any update on when we will have the open/create date added to the view of the case?

Thanks, Michele

Bruce Middendorf

Hi Michele,

can you please email me a screen shot of where you would like this information added? I can create an Enhancement Request for this. bruce.middendorf@infor.com

Bruce Middendorf

Casey, Customer Care can assist you with resolving this issue and also entering any new cases until this is resolved. Please call them at Phone: 877-772-4111 at your convenience.

Aaron Narayan

Hi There,

Has anyone worked out how to export a list of all your company cases and all associated attributes?

Currently when you export all company cases, the following attributes are only available:

number

contact

sold_product

priority

state

short_description

number

assigned_to

sys_updated_on

andy

Hi Aaron, our default columns are slightly different, but I don't see a way to modify them either. The portal admin might have options to adjust them though.

On a side note, has anyone actually seen any improvements in this new Customer Portal? For me it just seems like they've introduce many additional issues, and removed pre-existing features while providing no value adds.

number

account

contact

sold_product

priority

state

short_description

assigned_to

u_rank

u_escalated_portal

sys_updated_on

lisa-houghton

I agree. The new portal seems to have taken a large step backwards.

Noe Ramos

We just had a discussion with our customer success person yesterday about the portal. I opened a case and 21h later there was no response and i had been commenting on the ticket. We learned that when you open a case you do not get an email Nor does anyone else that was subscribed to receive emails anytime a person within your org opens a case. in the old system we received all emails and it helped on an admin level know who and what cases were being opened. Voice this concern to infor.

also, when in a 'new' status you cannot change or escalate the ticket. the ticket is not able to be updated until it's been assigned to someone at Infor. I voiced concern on this being if we open a case and believe it to be minor but then shortly realize it's a much bigger issue than originally believed then we cannot escalate the ticket accordingly until someone at Infor assigns the ticket.

You cannot reassign tickets.

you also cannot request a manager for callback. A feature i used many times before and always received a call within 60 min.

andy

Hi Noe, we reported the same issue about not being to escalate New cases when they haven't been assigned. It seems like a pretty big shortcoming especially if you have a system outage or high priority issue.

It's been almost a month since this new Customer Portal was rolled out and I haven't seen any communications from Infor about progress being made to resolve all of these underlying issues.

It seems like at minimum they should at least have a KB to communicate the status of outstanding issues and target resolution dates for the new portal. It definitely doesn't inspire confidence with the large upcoming April CU release and potential issues that may arise from that CU.

sally-schlichter

I agree - the new portal is far less helpful than the old one. Functionality has been removed and notifications changed. It seems the new portal may be an improvement for Infor but not their customers.

andy

lol, I've been thinking the same thing...

"It seems the new portal may be an improvement for Infor but not their customers."

Noe Ramos

Good morning Hans, do you know if Infor will have a KB or location of known/reported issues for us all to see? Might be helpful having a visual list somewhere. OR should we open up individual cases for each item of concern we each have to allow Infor better tracking?

debbisue-kimbler

Piggybacking off the discussion on the Escalation of unassigned tickets, has anyone else noticed that when you escalate a ticket the comments on the escalation are not added to the case notes? I escalated today and requested manager contact and my message with important details on the escalation were not added to the case notes. These comments need to exist on the case for accurate tracking communication between support and the client.

Hans Mueller

Hi Noe, Andy, all -

First off, I want to apologize for your frustrations and challenges with the migration to Customer Portal. The intent was never for this move to be a negative experience for customers, nor to only provide benefits to Infor. The vision is certainly to provide better experience and better functionality to everyone using the system, most importantly our customers.

Second, apologies to Andy and anyone else who has reached out to me directly via email. I have read all your emails and I have made sure to pass them along to the Support leadership team so that they see your concerns and to try and influence a better experience going forward. Unfortunately, I have been hesitant to provide responses to you because at this time I don't feel I have sufficient answers yet to respond properly. That being said, I should be more timely in at least providing acknowledgement updates.

Please know that I am making your voices heard internally. I do know that the Support Operations teams are heads down working through all the issues and concerns being raised, while trying to prioritize critical functions first. Lets give them a bit more time to respond on these issues.

That being said, if you feel that there is a significant issue or a negative difference in your productivity because of missing functionality, I would strongly encourage you to log a case with support and get your concern formally into their intake system. That should always be the first course of action with any Infor system.

Hope to have more information for you soon - please hang in there!

And thank you for being an Infor customer!

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