Add and remove watchers, close and reopen tickets

Transcript

This is Russell with Adobe Commerce. So let’s learn how to add and remove a watcher as well as how to close and reopen a support case for Adobe Commerce on Experience League. We’re gonna start off and make sure that we’re in the right spot. So we’re gonna head over to experienceleague.com and we’re gonna click on the support tab. And this will open up a list of all of our open cases. So we’ll go ahead and we’ll click on one. And for this, we’re gonna focus on watchers. And you’ll notice this is on the right hand side. There’s a little pencil icon and you can click on it to make some additions or removals. So we’ll click on it and we’re gonna go and add a watcher. And for this, I’ll create a new fake email address of ralbin2 at adobe.com. And then when we’re done, we’ll hit add users and you’ll see now we have three watchers. So we can click on that pencil again and we can remove one. So we’ll just pick the one that we just added. We’ll hit remove and we’ll get our success message. And now we’re back to having two. The next thing we’re gonna cover is how to close a case. So closing a case might be, and for this example is, I just created a ticket, an error and I just doing it for a tutorial, but it could literally be for any reason. All you have to do is click on on the right hand side and you’ll just pick something that seems relevant and to why we’re closing it. And what we’ll do here is it’s no longer an issue and a simple message saying we’re doing this message and you’ll be able to reference it in the future. So we’ll click close case and then we’ll get a success message on top and now our case is closed. But let’s say we’re within our 14 day window since it was closed and you wanna reopen it. Well, you’ll change your dropdown options and you’ll go to close cases and that’ll help your filter and you’ll find one that you want and you’ll click on the case number to view it. And then if you look on the bottom right hand corner under the case details, and if you’re within the 14 day closure window, you’ll have a button to be reopened. There’s only two questions, a dropdown for why and a brief description. So we’ll just type in something simple, but if you forget to click on your dropdown options, just pick one. And when you hit submit, you’ll be done and you’ll get a message on top saying your support request has been reopened.