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can't create cases on new salesforce support site

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Last Post by petemarkey 7 years ago

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petemarkey

(@petemarkey)

Posts: 373

Honorable Member

Topic starter

looks like GE bit the bullet and switched from oracle/siebel to salesforce for support portal, congrats to that consultant salesperson.

I can't create cases. on the search for products, nothing is found.

I looked through the training, don't see anything I am doing wrong.

I go back to the old portal and click the link to request access, and I get a "Jive page not found error"

another total expected failure from GE.

Also, I don't see all my old cases, guess those are lost forever?

Posted : November 6, 2017 1:11 pm

petemarkey

(@petemarkey)

Posts: 373

Honorable Member

Topic starter

http://www.gehealthcare.com/registerserviceportal

page not found

Posted : November 6, 2017 1:12 pm

rwilliams

(@rwilliams)

Posts: 454

Honorable Member

Our old cases transferred over.

Also, it apparently doesn't work in chrome. Once I switched to IE, i was able to create a case.

Posted : November 6, 2017 2:06 pm

petemarkey

(@petemarkey)

Posts: 373

Honorable Member

Topic starter

thanks for your response. I will try IE if i can remember my dang saved password.....

Then maybe i can open a case, and ask them to please re-open the case they just closed without providing resolution.... lol

how long have you been opening cases? seems like our more recent cases have transferred but not all.

Posted : November 6, 2017 2:28 pm

petemarkey

(@petemarkey)

Posts: 373

Honorable Member

Topic starter

just tried in IE 11. when i hit create case now, I just get a total blank screen below the header.

these problems are usually because we have been a customer since 98 oddly enough, so our account numbers or something don't get passed over or something, same thing happened with the transition to siebel eservice. nice going accenture or however did the implementation of salesforce for GE.

Posted : November 6, 2017 2:36 pm

jryan

(@jryan)

Posts: 119

Estimable Member

We had same issue with both people here that submit cases. My issue was that somehow they had 2 emails for me and I needed to click on the link above the cases, enter the newest email (even though both were valid and no idea why they had the latest email in the ticketing system to begin with or how I would have known that without calling). After that I could see older cases but they did tell me that anything older than a year wasn't brought over and now I can't get into old to see them after they had me switch email. I think I am missing one I was looking for. I'm not sure she can see cases yet. I got Jive error also if clicking on new registration link so maybe check the email out.

We were actually told to use Chrome and not IE because of the blank page issue in IE. I could get in and view cases on IE but not submit new cases. We use IE11.

Not having a good experience with it so far. Lots of extra clicks just to get there, sorts are not helpful as it shows really old stuff first and if you resort it doesn't save for next session. Searching is not as easy and they have a lot of wasted real estate on the page with things less often used. Good luck.

Posted : November 6, 2017 3:11 pm

rwilliams

(@rwilliams)

Posts: 454

Honorable Member

I may have stated the IE/Chrome issue backwards. I was in a coworkers office during the webinar and she was navigating using her default browser. I just remember that all we saw was the header an no content when trying to open a ticket. I mentioned it on the webinar when they were looking for questions and they told us to switch browsers. It may have been from IE to Chrome and not the other way around. We tested it and it on a different browser and it worked.

I was only looking at the recent cases when I was browsing through. I did not look to see how far back they went. If in fact they only transferred recent cases to the system I think that was a very bad idea.

Posted : November 6, 2017 3:26 pm

petemarkey

(@petemarkey)

Posts: 373

Honorable Member

Topic starter

very bad idea indeed, or good, if you want to forget a bunch of cases you promised to fix.

Posted : November 6, 2017 3:50 pm

petemarkey

(@petemarkey)

Posts: 373

Honorable Member

Topic starter

good that they answered your question in a webinar, i think they started ignoring me a long time ago 😉

Posted : November 6, 2017 4:01 pm

mcarlo

(@mcarlo)

Posts: 66

Trusted Member

What a mess!!! I have been trying for an hour to create a ticket. I switched browsers and got it to open but even though we have been using CQR since the beginning its not listed as a product and won't let me proceed. As always another great user friendly GE product......

Posted : November 7, 2017 3:15 am

Pamela Bender

(@pboffemmyer)

Posts: 57

Trusted Member

We have not any issues at all using IE or Chrome. I do know that you have to access the portal through the Engage website, which was shared during training. If you try to set up a shortcut to the url it will not work, which was also included in the webinar and possibly the associated documentation.

Posted : November 7, 2017 5:54 am

robarmstrong

(@robarmstrong)

Posts: 6

Active Member

I am sorry to hear some of you are having frustrations with the new support ticketing system. Anyone having trouble logging in or creating/accessing a case can contact us via phone for help getting this resolved- in the meantime, I will get information on the other issues raised here and either post back with answers for reach out directly to those reporting them.

Rob Armstrong
Director, Centricity Practice Solution & Centricity EMR Support
GE Healthcare Digital

[email protected]

Posted : November 7, 2017 10:30 am

robarmstrong

(@robarmstrong)

Posts: 6

Active Member

@MCarlo- CQR isn't an "Asset" or product per se . So, you would just use your CPS or EMR product to open the case and reference CQR in the case (this is how it worked in the old system as well).

Hope this helps!

Rob Armstrong

Director, Centricity Practice Solution & Centricity EMR Support

GE Healthcare Digital

Posted : November 8, 2017 7:49 am

robarmstrong

(@robarmstrong)

Posts: 6

Active Member

Hi there- Actually it was tested and works in Chrome or IE. There may be some settings or add-in that are interfering in your case? Recommend you clear cookies, restart the browser and retry. If that doesn't fix, let me know.

Rob Armstrong

Director, Centricity Practice Solution & Centricity EMR Support

GE Healthcare Digital

[email protected]

Posted : November 8, 2017 7:51 am

robarmstrong

(@robarmstrong)

Posts: 6

Active Member

Hi Peter! It does look like there is something not connected properly on your user account- I've engaged our tools team to look at this and resolve, I will let you know asap when this is fixed.

On your cases, we did bring over all open cases opened from 1/1/17 and beyond. Under you I show 14 cases, 1 of which is open. If there are other open cases you are missing, let me know and I'll have them pulled in from the old system.

Thanks!

Rob Armstrong

Director, Centricity Practice Solution & Centricity EMR Support

GE Healthcare Digital

[email protected]

Posted : November 8, 2017 8:01 am

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