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  1. Email associated with support cases

    1. ADPs have more than one technician dealing with support.
    2. Individual technicians may be absent from service for any kind of reason.
    3. Remaining technicians at the office will have to proceed with all pending support tasks
    4. If reply emails from DW support are only sent to the email address of the individual technician that opened the support case and he is not in, nobody else is alerted.
    5. If it was possible, at the time of opening a support case, to define an email address other than the one belonging to the individual technician it would be…

    7 votes
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      0 comments  ·  Support Portal  ·  Flag idea as inappropriate…  ·  Admin →

      Dear Joao!

      Thank you for your idea. As we are working on a new support portal solution at the moment (release planned mid of 2017), we will also think about to solve that use case too. If you cannot wait, we may can configure a workaround for you. Please get in contact with me directly if you are interested.

      Best Regards,

      Matthias Wieland
      Sr. Director Support EMEA

    • I suggest you publish all known issues, for your certified techs, DSC's.

      Ex., Failed Upgrade (DW6.8-DW6.12) for a customer where the internal database v1 would not upgrade past DW6.9. DocuWare Support indicated it was a known bug where the v1 db couldn't survive multithreading used by the newer DBUpgrader. I couldn't find it in publication anywhere although DWSupport obviously knew it. And the published upgrade path indicated any upgrade could be direct from DW6.6-DW6.12 w/o caveat!

      This is the kind of thing the certified techs deserve to know and/or be able to research. (The absence of this known info hurts the customer in down-time and impression of unreliability at future upgrade time;…

      5 votes
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        0 comments  ·  Flag idea as inappropriate…  ·  Admin →
      • Update the Forum so that we can search our own questions/responses

        Would be great if the DocuWare forum had the ability to see all your questions/responses. Basically like having your own profile. I believe just having the search capability within the forum would be a huge benefit. Instead of just clicking through trying to find something.

        4 votes
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          2 comments  ·  Support Forum  ·  Flag idea as inappropriate…  ·  Admin →
        • Make all of a customer's historical tickets available to existing Partner.

          When a customer is taken over by a new Partner, or, when Partners merge, DocuWare Support Portal tickets for the customer cannot be assessed by the 'new' Partner. Note that no change was perceived by the customer for the customer/Partner relationship. But tickets became unavailable to the Partner and hence the customer relationship.

          For example, if I work as a DSC for Partner1, who merges with Partner2, tickets that I created for Partner1 customers, do not show up after the the merger, only Partner2's.

          As another example, Partner1 releases customers who are picked up by Partner2. However, Partner2 cannot access…

          2 votes
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            0 comments  ·  Support Portal  ·  Flag idea as inappropriate…  ·  Admin →

            Dear Jon!

            Thank you for your idea. We have to think about that idea carefully because for some use cases me might run into data security issues which may not allow us to show customers data of historical cases to a new partner.

            But for single instances we are able to make tickets available in the portal. Please contact the support team in order to get access.

          • How to configure load balancing in Docuware ?

            I have a project with load balancing in Docuware Entreprise. I need documentation about this topic in Docuware. I appreciate sharing information on how to do this with Docuware.

            1 vote
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              0 comments  ·  Support Forum  ·  Flag idea as inappropriate…  ·  Admin →
            • AIX prompts for Admin password too many times

              When you edit an AutoIndex workflow in version 7.0, you are prompted for the Admin password although you are logged in as Admin already. Why doesn't DocuWare remember that I am already logged in as Admin and don't prompt again. It's very annoying to having to provide credentials so many times if I'm editing multiple AIX workflows.

              1 vote
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                0 comments  ·  Support Forum  ·  Flag idea as inappropriate…  ·  Admin →
              • Updates to ticket send email to partner or ticket owner

                I'm not sure if this used to be a feature or if the support team just used to go out of their way to email me, but it would be most helpful if after updating a ticket I received an email indicating that the ticket has been updated; even better if the email contains the update details; best yet if the ticket could be updated by the partner/ticket owner by simply replying to the email message.

                I work with a lot of other vendors as well and am unable to live in the DocuWare support portal waiting for an update…

                1 vote
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                  0 comments  ·  Support Portal  ·  Flag idea as inappropriate…  ·  Admin →
                • put screen shots in english

                  Your page "How to Set Up new select list" has the first screen shot in english and then it transfers to a different language that I cannot read.

                  1 vote
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                    0 comments  ·  Flag idea as inappropriate…  ·  Admin →
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