Add and remove watchers, close and reopen tickets

This is Russell with Adobe. Let’s learn how to add and remove a watcher, as well as how to close and potentially reopen a support case for Adobe Commerce in Experience League.

So we’re gonna start off to make sure that we’re on the right spot. We’re gonna go to experienceleague.adobe.com and we’re gonna click on the support tab.

Once we do that, it’s gonna pop open a list of all of our open cases. We’ll just go ahead and click on one. And for this, we’re gonna focus on watchers, which is on the right hand side. There’s a little pencil icon that you can click on to make additions or removals. So we’ll click on it. And we’re gonna go ahead and either remove a user or we’re gonna add one. So we’ll click on adding for now. And we’ll do our albin2 at aw.com.

And we’ll click add user.

Now that we’ve done this, we’ll notice we have three watchers. And these watchers are the ones that are gonna get CC’d. We don’t want that new one to get a CC’d anymore. So we’ll just go ahead and remove. We get a success message and we’re back to having two watchers. So we’re good to go. The next thing we’re gonna cover is closing a case. So closing a case would be something like, let’s just say it was an issue on our part and we just realized it was something that we did. So it could be anything, any reason. But we’ll go ahead and click close case and we’ll just pick something that seems relevant. We’ll do, it’s no longer an issue. And just a simple message saying, why we’re closing it in case we wanna look at it again in the future.

We’ll hit close case.

And then we will get our success message on top, which is good. That means the case is closed. But let’s just say we need to reopen the case. It’s really easy to do. The way you’re gonna do this is open up your email and you’re gonna find that support system related ticket. And you’re gonna hit reply. If you hit reply and you ask the agent to reopen it, if you’re within 14 days of the case being closed, the agent can reopen it for you. However, if it’s after 14 days, the agent will just create a new case for you.