Closing Support Cases

It has come to some of our attention that there is some confusion as to what the term “Closing Case” actually means.

A number of partners believe that when a support engineer submits a request to the partner to close the case, they are

not keen to do so as it will be the end for that case. This is not true.

For entirely numeric case numbers: (e.g. 9060475)

Once an engineer and partner have agreed to close the case, the partner can re-open the case within the next 30 days.

If the partner has additional questions or further problems with the case’s issue, once re-opened, an engineer will respond to the case.

For cases that begin with SR in case number: (e.g. SRZ08082245)

Once an engineer and partner have agreed to close the case, the partner can re-open the case at anytime after closure.

If the partner has additional questions or further problems with the case’s issue, once re-opened the case will go back into the queue.

In both situations the engineer will confirm that it is indeed the same issue as originally scoped in the case. Assuming it is the engineer

will then continue to work on the case. If it is a different issue then a new case would need to be created.

Best Regards

Kevin Tunstall

Microsoft Dynamics GP Support Specialist