How to Open a Support Case
Modified on Tue, 14 Jun 2022 at 05:47 PM
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- Release Information
- Getting Started with Customer Care
Getting Started with CoreView
- Configuration Overview
- Creating CoreView Tenant Administrators
- CoreView Operator Uses Cases & Dependencies
- Creating a License Pool
- Understanding Virtual Tenants
- "Send As" DNS Requirements for CoreAdoption Campaigns (Optional)
- How to enforce MFA on CoreView service accounts
- Creating a License Pool
- How to ensure security for CoreView service accounts
- Disabling MFA for CoreView service accounts
- Set Conditional Access to grant access only inside the CoreView data center
- How to check and analyze the Message Trace
- How To Configure Email Forwarding
- How to convert a Shared Mailbox to a User Mailbox
- How to convert a user mailbox to a shared mailbox in Exchange Online
- How to Create Microsoft 365 Groups for Improved Collaboration
- How To Create Shared Mailbox
- How To Create User Mailbox
- How To Grant Access To Mailbox
- How to List all the Mailboxes a User has access to in Microsoft 365
- How to remove delegates from Mailbox
- How to remove user access to Mailbox
- How to review and manage Exchange online mailbox permissions
- How to verify if a user has updated the Password
- Read Permission for Mailbox
- What are security groups and How to create it
- What is a Distribution Group and How to create it
- Exchange Online
- Custom Actions Library
- Getting Started with CoreHybrid
Understanding CoreView - Quick Start Guides.
- CoreView Quick Start Guide Overview and Index - Tenant Admins
- CoreView Quick Start Guide Overview and Index - Operators
- Understanding CoreView Tenant Configuration – Management
- Understanding the CoreView Operator Profile
- Understanding CoreView Operator Roles (New UX)
- Understanding CoreView Operator Roles
- Understanding CoreView Operator Delegation
- Understanding CoreView - Report Column Filtering
- Understanding CoreView Tenant Configuration - V-Tenant User Filters
- Understanding CoreView Tenant Configuration - Portal Information
- Understanding CoreView Tenant Configuration Options
Troubleshooting Common Issues
- Unable to see OneDrive, SharePoint and Exchange Data
- Remote Office 365 PowerShell session can Conflict CoreView Management Actions
- Why I cannot save the changes on existing License pool?
- Error when attempting to perform a Management Action
- Unable to modify the Assigned Licenses in my License Pool Report
- Enabling Permission for Endpoint Manager Actions
- How to enable permission for BitLocker keys report
- How to recreate Admins Read-only
- How to add an operator to the portal?
- How to enable and configure CoreView management session
- How to provide a consent to activate Azure AD Reports Feature and activate Partial Import?
- Tips & Tricks: Leverage Pivot Reports to Prototype License Pool Criteria Filter
- Tips & Tricks - How to manage email notifications for newly added Operators.
- Disable MFA from Read Only Service Accounts
- How To: Report on "Consumed Portal Licenses"
- How to Configure Allowed IP Addresses for CoreView Service Accounts
- Tips & Tricks: How to merge License Pools
- How to Use CoreView's Global Report Filters
- How to use the What If tool to check Azure AD conditional access policies
- How to Configure Allowed IP Addresses for CoreView Service Accounts
- How to Archive a Teams Group
- How to Restore a Teams Group
- On-demand Import for a Single Device in Endpoint Manager (Intune)
- Custom Actions using the Microsoft Graph API
- How to set up your tenant for the switch to Microsoft Graph API
- GraphAPI configuration: How to get Client ID and Client Secret
- How to provide consent to import exchange information
Reporting and Analytics
- How do I Check and Manage Calendar Permissions for a User?
- How CoreView can help you with your Microsoft 365 Chargeback Goals.
- New UX: Understanding the new License Centers
- Understanding the Savings Opportunities Dashboard
- Understanding the License Optimization center
- Understanding License Pool Snapshots report
- Understanding Call quality dashboard
- Understanding Call quality report
- Understanding User call quality report
- Understanding Teams groups activity report
- Understanding Teams Adoption Growth Report
- Understanding Endpoint Manager reports
- Understanding Teams dashboard
- Understanding Risky Users report
- Understanding Storage Dashboard
- Troubleshoot Active Users (License Usage) data
- Legacy Protocol Management
- Report Columns: Is active 30/60/90
- Quarantined Messages Report - Understanding The Reports
Managing and Administration
- Teams Voice: Direct Routing Support
- How to enable management function?
- Forward SMTP Address vs Forward Address management actions
- How to add the users in bulk while executing Users management actions?
- How to Create & Manage Custom Actions
- How to schedule a report to be sent automatically, and how to modify its scheduling options?
- How to schedule an alert report for the License Count
- Tips & Tricks – How to read and modify license pool report?
- Overview of CoreView Workflow
- How to delegate Workflow management using roles
- How to configure CoreView and ServiceNow integration
- How to Enable Multi Factor Authentication for Operators and Admins who Access the CoreView Portal
- How Can I Migrate from Group-Based Licenses to Direct Licenses Managed by CoreView?
- Naming convention rules
- Custom Actions: Forbidden and Warning Values
- How to add users to Distribution Group in bulk using via CSV
- Not able to manage licenses error
- Using custom action json output as an input in the workflow
- Setting the Sensitivity Label on SharePoint as a Mandatory Field
- DistinguishedName vs OnPremisesDistinguishedName
- Understanding CoreView - Quick Start Guides.
- CoreView Product Manual
- Health Check
- Configuring predefined policies
- Edit policy settings: Set and monitor thresholds
- Edit remediation settings: Manual and automatic remediation
- Edit remediation settings: Configure attestation
- Remediation settings: Security & Identity policies
- Remediation settings: Teams Management policies
- Remediation settings: License Management policies
- Remediation settings: SharePoint & OneDrive Management policies
- Remediation settings: Exchange Management policies
- Out-of-the-Box playbooks
- Learning Platform
- Internal Customer Care Resources
- Webinars and Events
- Internal Support
From time to time, you may encounter a situation where CoreView is not functioning as it should. Perhaps you received an error or something just doesn't look right to you and you'd like help from CoreView. When this type of situation arises, you can open what we refer to as a Support Case, known alternatively as submitting a Ticket. You should only open a Support Case when CoreView isn't functioning properly or you are unable to access or use CoreView.
Please refer to the Knowledge Resource titled CoreView Incident and Problem Management for additional information on how CoreView handles reported Issues.
II. What should I do first?
It's critically important that you perform some basic troubleshooting before you decide to open a Support Case. Our experience has shown that performing some basic troubleshooting activities can help you pinpoint the source of the issue allowing you to resolve the issue on your own. Moreover, in performing these steps, you'll gather important information that can help our Customer Care Team get to a satisfactory resolution sooner.
It's important that you include the results of your troubleshooting efforts in the Description section of the Support Case so that our Customer Care Team will have this information. If you have not performed any initial troubleshooting, please be aware that we'll likely ask you to go ahead and perform those steps in our initial response to your Support Case. We also suggest that you search our Knowledge Base to see if a Knowledge Resource has been published to address the issue you have encountered, or look into CoreView Forum to see if there is already-existing information on it.
III. How do I open a Support Case?
Customers are asked to open a Support Case using our cloud-based Customer Care Portal (https://support.coreview.com). You must first be registered before you can log into the Portal to open a Support Case. If you feel you should have access to the Portal and do not, please reach out to your CoreView Account Team. When you open a Support Case using the Portal, you are prompted to answer a small number of questions, the answers to which help us automate the initial review and ensure that the Support Case is assigned to the team that is best equipped to help resolve your issue.
Customers do have the option of opening a Support Case by sending an email to email@example.com; however, Support Cases opened by email will receive a default priority of Low until such time as our Customer Care Team have gathered enough information from you to prioritize the Support Case.
IV. What information do I need to provide?
In the table below, you'll find a list of the fields that are part of a Support Case as well as a short description of each. When you select the value Issue for Type of Support Case, you'll notice that several additional fields will appear. This is because this information is related only to an Issue. When opening a Support Case, it's important that you provide as much detail as possible.
|Subject*||Single Line Text Field||Provide a short, descriptive title for the Support Ticket.|
|Requester||Email Address||Defaults to your login ID. Do not change this ID.|
|Product Family||Dropdown Menu||What CoreView product were you using?|
|Type of Support Case||Dropdown Menu||For customers, the default is Issue.|
|Functional Area||Dropdown Menu||Where were you in CoreView when you encountered the issue?|
|CoreView Version||Single Line Text Field||Copy and paste the version of CoreView you were using. See Basic Troubleshooting for more information.|
|Severity||Dropdown Menu||Please refer to CoreView Incident and Problem Management for more information|
|Urgency||Dropdown Menu||Please refer to CoreView Incident and Problem Management for more information|
|Escalation Level||Dropdown Menu||This is a read-only field to let you know if the Support Ticket has been escalated.|
|Description||Rich HTML Text Field||Provide a clear description of the issue you encountered.|
|Attachments||N/A||As appropriate, you can attach any relevant content.|
*CoreView reserves the right to edit the Subject when clarity or accuracy are needed.
V. What happens after I submit the Support Case?
Once you submit the Support Case, several actions will occur.
- First, you'll receive an email notification from Customer Care to confirm that you have opened a Support Case with a brief recap of the information provided by you.
- Next, based on the information you provided, the initial priority will be set and the ticket will be routed to an agent for review.
If a Priority of Urgent or High cannot be substantiated by the Customer, CoreView reserves the right to alter the Priority to Medium, which is the default Priority. Any such change will be documented in the Support Case. Please refer to 1.B Reporting an Issue's Priority article to define the ticket priority correctly.
VI. When will someone from CoreView work on my issue?
Our Customer Care team will work on Issues based on Priority and Date Received (first in, first out).