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 the customer's tickets opened by Partner1.
In summary, all of a customer's tickets should be made available to his current Partner.
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.