Feature #147
Updated by Stacy Kinkar about 1 year ago
* NOC Case Origin (add option for CallTek NOC)
* Additional drop-down option for CallTek NOC Cases
* Case Product Type – Interactive (Marriott, Hyatt, Casino/High Value Independents, and Healthcare sites)
* Case Issue Type – Hardware, Software
* Issue Sub Type - Host, Rack, Distribution, Room-Terminal, Software
* Issue Details - Other
* Issue Details Description - free text field up to 255 characters
* CallTek agent name
* Calltek CAS case number
* Notes – Case Comment
* NOC SF Queue – CallTek NOC Escalation Queue (will escalate case after 2 hours)
i. Email sent to: TAC Supervisors
ii. NOC Team: [email protected]
* Adding Interactive Sites to Cosmos Database (Hyatt, Marriott GRE/NON-GRE, Casino High Value sites, and Healthcare Properties)
* Provide static list of Casino High Value Independent sites.
* Case related challenges
* When Salesforce case is closed from SONIFI, Cosmos Case remains Open.
i. Should NOC Cases be submitted as Closed – We need all NOC cases Open and Closed to be submitted to SF
ii. Whether NOC Cases should be left Open – NOC Agents should be able to continue working on their Open cases unless escalated
iii. Whether NOC Cases should be escalated – NOC Escalated cases should be properly handed over and Joan suggested that if Case status is set to Escalated it will be closed on CAS side
* When Cosmos case is updated, it overrides the case information details in SF instead of just adding interaction notes