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Old 05-13-2011, 03:02 PM
rbelange rbelange is offline
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Hello,

Is there a way to search product trouble cases? Nortel support had a web page where the user could input search criteria (words, error codes, almost anything) and the web page would return not only documents that contained the search terms (including solution documents), but also any Clarify (trouble) tickets that contained the terms. This was a very valuable tool for solving problems. If anyone had opened a case for the problem in the past, the searching user would be able to see what technical support had them do to isolate or solve the problem.

Also, is there a way to search for criteria in Avaya web pages (text in the actual HTML of the web page)? It seems that every Avaya web page I have searched from returns links to documents. Recently I was trying to find ESPL or MPL (for patching legacy Nortel products) and the searches were returning documents that contained the terms.

Adding either of those search capabilities (if we don't already have them) would be a benefit in my opinion. Thank you.
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Old 06-28-2011, 05:55 AM
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mshete mshete is offline
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We understand this was a capability with the former Nortel business. But due to the security and legal concerns of our customers and partners, it is not possible to provide searchable service request ticketing details outside of Avaya. We are sorry for the inconvenience.
 

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