If you have a support ticket, you can see and respond to a ticket. The url looks like https://support.sailpoint.com/csm?id=ticket&table=sn_customerservice_case&sys_id=....
I was typing my response and while I was typing, somebody from SailPoint also contributed to the ticket by giving their response. As a consequence, my page reloaded itself to get the latest message in. This process deleted my typed message. I couldn’t find it anymore and I had to retype it.
Now my workaround is to type my message in notepad to ensure that my message doesn’t get deleted suddenly, but I would argue that this should not be necessary and that the system could load new messages without removing the draft I was working on.
This trigger @adunker mentions is a slightly different trigger (adding an attachment v.s. somebody else responding to the ticket), but it indeed causes the same issue. This first trigger (response by someone else) is new to me. For the second trigger I have informed SailPoint Support around the time they started with the new support portal where ticket numbers start with CS. They told me they would look into it, but that the portal configuration is done by a third party and that they could not fix it themselves.
Also I consider the second trigger a security issue for the reasons below:
If I make a screenshot and paste it an email or in this forum, it will paste it and I can see it. I can discover that the screenshot is wrong (maybe the screenshot did not automatically get send to my clipboard and my clipboard still contained a different screenshot not meant for SailPoint) and I can remove the screenshot and replace it for the correct one prior to sending it.
In the SailPoint Support portal, when I hit ctrl v (maybe on accident) and an image happens to be in my clipboard, it immediately uploads this email to SailPoint (and deletes the text as @adunker mentioned). There is an option to remove attachments from a ticket, but I believe it already got send to SailPoint Support mailboxes by then.
My workaround is to empty my clipboard prior to going to the support.sailpoint.com portal, but also here I would argue that this should not be necessary.
I understand your frustration, I had the same issues yesterday with Jira (probably because of a plugin).
I usually respond to tickets directly in my email program. I can add my comments and the screenshots there, I normally open the support website when SailPoint asks over and over again to provide stunt logs.
Is there a specific reason why you prefer using the interface?
There are several pros/cons for this, but I also use the email program sometimes, especially when creating the initial ticket or, when we receive an internal bug ticket, replying to support while forwarding this to the CSM, if applicable.
I mainly mail [email protected] to communicate bugs that SailPoint has on their products. I don’t like the process of contacting [email protected] for this as, to my experience, the support team is more of a hurdle for these topics than an asset. However, this is the main process SailPoint has defined, so the process I am following.
It can take a couple of months before Support has created an internal bug ticket (of which I can’t see the content so I would have to hope that the issue has been communicated to the engineering team correctly and completely). As a consequence, I have multiple tickets open at Support at the same time.
In the UI I can overview all tickets, apply filter to see tickets (including tickets where I am not the customer contact, which would not show up in my email). I can see which ones are marked as Pending Customer in the UI. I can see the full history of a ticket. Most mails I currently get are updates like “No new updates from our side, kindly bear with us”. So then it is also not worth to reply. Only by going to the portal I can see that I have received 8 of those ‘bear with us’ updates on the same ticket over the past 4~5 weeks.
Also, if I CC others while creating a ticket or replying to it by email, they are thrown out of the email chain again when SailPoint Support gives an update. So to ensure they are kept in the CC, I have to go to the UI and add them in the watchlist. So them I am using the UI portal again anyway.
the support team is more of a hurdle for these topics than an asset
The “support” in the name is a misnomer. It should be called the “let’s drag our feet for one month before forwarding the issue” or accepting that this is an obvious bug.
I would have to hope that the issue has been communicated to the engineering team correctly and completely
Yeah, I think it is a total mess.
It is often clearly that they don’t understand the issue on a technical level. They go after a script (ask for access to tenant, ask for stunt logs, ask for trace logs, ask to increase number of VAs/resources, …) and they avoid as much as possible of forwarding the issue or understanding the issue.
I just wished I could bill them for my time and nerves.
In the UI I can overview all tickets, apply filter to see tickets (including tickets where I am not the customer contact, which would not show up in my email)
I agree with you, for such usage the interface is needed.
I am still working on allowing others access to my tickets…
So to ensure they are kept in the CC, I have to go to the UI and add them in the watchlist.
I haven’t used (or can see at this moment) this functionality so I generally send some replies with people in CC.
Since this is running on ServiceNow, I think you can add people to the watch list, assuming they have an account in the support portal. IDK if that grants them access to update tickets, but they certain get email updates and could at least reply to them
Thank you for your detailed reply @adamian,
Looks like we are having similar experiences.
I can image that support can be very useful for different users with different questions, but when it comes to bugs or issues that requires technical knowledge of the products, I would prefer communicating via a different route that does not involve the [email protected] team.
But regarding that last point (add people in the CC), can you see this icon and click on it to add emails to the CC? Note you would have to do this for each ticket separately.
