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  • 1.  New Care Portal issues

    Posted 05-25-2023 05:03

    Hi,

    Since the release of the new care portal, multiple users have been reporting issues updating cases.  I cannot update any cases this morning as I receive the below error.

    Error processing the request.


    #Unsure/Other


  • 2.  RE: New Care Portal issues

    GENESYS
    Posted 06-29-2023 15:32

    Did the problem go away? I'd say "Open a Support ticket" but...ya know.



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    George Ganahl GCP (Genesys Cloud), CCXP
    Principal PS Consultant
    Genesys
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  • 3.  RE: New Care Portal issues

    Posted 07-10-2023 15:43

    Just to add to this, I have noticed that you get a different experience depending upon whether you choose "Dashboard" or "My Cases" on the first screen!

    If you choose "My Cases", you can see all your open cases and if you select one, it opens in a new window. This is the "old" interface (and, IMHO, a better one!) with the options at the top to Close, Case, Transfer Files or Escalate. The case details are at the top and the updates are listed below.

    If you chose "Dashboard", you get a swanky new interface, which shows Open Cases, Those Awaiting Information, Those with a solution proposed and Closed  Cases separately.  If you select one, it opens in the same window with the "New" interface, which is not as space efficient (Three columns, the Left hand one is a menu that is IMHO unnecessary. The middle one contains the thread of the ticket, the Right hand one contains the initial case details. This column is empty for 90% of the ticket's size!

    I haven't experienced any errors when interacting with it, but again I have to wonder why they felt a change was in order, who designed the new interface (and what were they on??) and why the mixed experience?



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    Paul Simpson
    Eventus Solutions Group
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  • 4.  RE: New Care Portal issues

    Posted 07-11-2023 08:43

    Hi all

    @Paul Simpson this is the same experience that me and my colleagues find and still prefer to choose "My Cases" to do it old way.

    What we found that the problem  is here, at least for us in EMEA region, that when we use "Dashboard" and choose to transfer files, it upload to emea gateway https://eftgateway-emea.genesys.com/#/

    And if the support engineer is based in US or somewhere else, they don't see it, but we need to upload the files again through "My Cases" interface that upload files to https://eftgateway-us.genesys.com/#/

    At the beginning we were confused that we transferred files through Dashboard, and support engineers were telling that they do not see the files. We lost several days before I found that those are 2 different gateways. Now I'm transferring the files to both just for case. If I didn't know that I can manage cases the old way probably the customer care will never found files that we upload.

    This is something that Genesys Care should consider that either their engineers look for the proper FTP or to put more clear instructions to resolve this.

    Hope that sharing my experience will help someone



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    Раско Радојевић
    Rasko Radojevic
    Serbia
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