The Water Cooler

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Case Management - old cases are deleted!

  • 1.  Case Management - old cases are deleted!

    Posted 12-02-2020 07:09 AM
    To whom it may concern,

    with the introduction of the so called "improved" Case Management system, old cases appear to have been deleted. I have cases that I know for sure were created mid Oct and they cannot be searched any more.

    /Keld.


  • 2.  RE: Case Management - old cases are deleted!

    Broadcom Employee
    Posted 12-03-2020 10:48 AM
    @Keld Mollnitz please create a custom view to view past closed cases. If there are specific cases you feel are missing please direct message me the case numbers and I can investigate. The full case mgmt. user guide can be found here https://knowledge.broadcom.com/external/article?articleId=200562. ​


  • 3.  RE: Case Management - old cases are deleted!

    Broadcom Employee
    Posted 12-04-2020 02:44 AM
    @Keld Mollnitz there is a typo on the link. Use this one:
    https://knowledge.broadcom.com/external/article?articleId=200562

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    Principal Support Engineer
    Broadcom
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  • 4.  RE: Case Management - old cases are deleted!

    Posted 12-07-2020 10:03 AM
    Hi @Steve Desaulnier,

    pls look for case 32276756. I cannot find it using a custom view.​


  • 5.  RE: Case Management - old cases are deleted!

    Broadcom Employee
    Posted 12-08-2020 11:05 AM
    @Keld Mollnitz thanks for the case example. I was able to reproduce it and have logged a defect with our IT team to investigate. As a side, if you click on All Cases or My Cases and search for the case # it does come up (as a temp. workaround).

    ​​


  • 6.  RE: Case Management - old cases are deleted!

    Posted 12-08-2020 11:46 AM
    Hi @Steve Desaulnier,
    yes, this will do when know the exact case ID​ but not when you only remember part of the case subject.
    Looking forward for a fix.

    /Keld.