Support Portal issues

[websterg]

I have a couple of things I would like to bring out on the new support web portal, first when I do a knowledge search I will get a list of solutions in some cases I may see something that relates to my issue so I click on it it looks like it will load then fails, This happens when I do not have enough rights to view this solution or it is not been made viewable to partners or is an internal solution for Avaya. If I am not allowed to view that solution it should not show up in the list of solutions when I do the search

Next adding attachments to SR is extremely frustrating, sometimes the add button show up OK but when you try to add I get errors, the only why I have found is to log out and log back in sometimes I just have to wait an hour or 2 then I can get the attachment added, this is so counter productive and just a complete waste of my time I am busy from the star of my day to the end of my day and I just find it so aggravating that the tools which we rely on are hit and miss.

Also is there a why in my profile to turn off that annoying Chat stuff off, I will never use it. The types of problems we encounter are nothing I am going to chat to someone with online the systems are more complicated and it can be hard enough to explain it to someone live on the phone.

I really don't have specific examples to give and I really don't have the time to stop what I am doing to help you trouble shoot your website deficiencies. I am just pointing out what I see happening and hope the portal gets more stable in the future

[mmmackin]

I have a couple of things I would like to bring out on the new support web portal, first when I do a knowledge search I will get a list of solutions in some cases I may see something that relates to my issue so I click on it it looks like it will load then fails, This happens when I do not have enough rights to view this solution or it is not been made viewable to partners or is an internal solution for Avaya. If I am not allowed to view that solution it should not show up in the list of solutions when I do the search

Next adding attachments to SR is extremely frustrating, sometimes the add button show up OK but when you try to add I get errors, the only why I have found is to log out and log back in sometimes I just have to wait an hour or 2 then I can get the attachment added, this is so counter productive and just a complete waste of my time I am busy from the star of my day to the end of my day and I just find it so aggravating that the tools which we rely on are hit and miss.

Also is there a why in my profile to turn off that annoying Chat stuff off, I will never use it. The types of problems we encounter are nothing I am going to chat to someone with online the systems are more complicated and it can be hard enough to explain it to someone live on the phone.

I really don't have specific examples to give and I really don't have the time to stop what I am doing to help you trouble shoot your website deficiencies. I am just pointing out what I see happening and hope the portal gets more stable in the future

Thank you for your feedback. You've listed a couple items here, so let me address them one by one:

1. Do not allow users to see content to which they are not entitled in search results. We agree with your frustration on this and are working toward a solution. The challenge is to find the optimal balance in checking authorizations for all search results across multiple repositories against each user's login without adversely impacting search performance.
2. Adding attachments to SR generates errors. We would need to troubleshoot this with you, as it is not a currently known defect reported by users. It could be due to 1) certain add-ons in your IE 7 or 8 (if you are using that browser or version), or 2) not having the most recent Java version installed on your client, or 3) having multiple conflicting Java versions installed on your client. Unfortunately, it is hard to say without seeing the error message. However, if you would like us to work with you to identify and resolve this issue, please send an email with a screenshot of your error to [email protected].
3. Disable Chat. Upcoming enhancements will include the ability to "click to chat" for on-demand service and reduce the proactive triggers which currently produce the "Do you want to chat" window. At this time, however, there is no user demand to remove the functionality altogether at an individual profile level. We will add your feedback to our enhancement list for consideration.