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16 Posts
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623
Search for Solutions (nee Support Notes) & Issue (nee Cases) by ID broken
Could somone please explain how to search/find Support Note 21072?
Could someone please explain how to search/find Case # 458810?
Thanks!
Could someone please explain how to search/find Case # 458810?
Thanks!
ezirnhel
447 Posts
0
October 30th, 2006 08:00
First, let me clarify:
- Support Solutions were Support Notes
- Service Requests were Cases
- E-Lab Issues Tracker items were Bugs
Regarding finding Solutions, there are two parts to the answer.
1) the Search For ID feature (to which I referred this community last week) appears to not be working - we are aware of this and working on it
However, if you select the default Search For "Content" option on the Support Solutions tab, and enter the ID in the Search For field, the desired item (plus any others that refer to it) will appear.
2) the Solutions (nee Documentum/Legato Support Notes) have all had an 'esg' pre-pended in order to guarantee uniqueness across KB repositories.
In order to find what used to be SN 21072, I've searched for ("Content" selected) esg21072, and it does appear.
To find the Service Request, you can use the Service Requests tab or the Quick Service Request Search portlet available on the Powerlink pages. The ID you mention, 458810, did not appear when I searched for it. How old is it? If it's older than our migration set cut-off (roughly 13 months), and closed before last week-end, it would not have been migrated.
Thanks,
Erich
devodl1
16 Posts
0
October 30th, 2006 08:00
Thank you for the clarification/education on the name changes.
Yes, using your instructions I was finally able to find the Support Note 21072 (its not a solution, just an explanation
I realize that while it might be desireable to limit how much content is migrated from the old systems I believe that when it comes to Cases using product version would have been a better choice instead of Date. The Case I was looking for (458810) from late last year contained important information about a bug/defect/enhancement for Documentum 5.2.5. I fear that all knowledge of the problem and the need to repair the defect in the 5.3 is now lost.
The Cases I opened are part of my knowledgebase and had I known that they would not be migrated I would have exported them for safekeeping.
Has EMC considered taking requests from Users to migrate specific Cases into the new system?
ezirnhel
447 Posts
0
October 30th, 2006 09:00
migrate specific Cases into the new system?
Not that I'm aware of, but I can pass this along. I think your KB argument is a good one.
Some hopefully further clarifying explanation: the Case migration limitation has nothing to do with our transition to Powerlink - at least, not directly. We integrated our CRMs across EMC, and the case migration was part of that project. The Powerlink transition was a necessary byproduct of the CRM changes. This is why it seems so many things changed at once in so many areas.
Thanks,
Erich