[SOLVED] support - how to edit a case?

[William]

Hello

Can anyone tell me how to edit a support ticket?

I've opened a case, but committed the noobs error of not giving an alternative mail address - quite crucial when your mail server is down.

Thanks.

[William]

btw: 'Case Management' link throws this message...
You are no longer logged in. Your session may have timed out.
Please login again to continue.
... it's lying (of course).

Thanks

[mmorse]

William, based on your forum email I have matched this up to case 00024863 opened today Re: 4.5.10 > 5.0.6 issues, and gave this forum link to support about the case management functionality not working for you. Feel free to PM me an alternate contact email (or another phone) and I'll forward it to support.

You can also call our support line (number on this page) should your issue go from U2 Major Function Not Working - No Workaround Available > U1 System Down status.

Any log snips you can provide? /var/log/zimbra.log & /opt/zimbra/mailbox.log/zmmailboxd.out are good start points.

[William]

Hello Mike

William, based on your forum email I have matched this up to case ...

Many thanks to you and also to your colleagues in support who have managed to return my sickly server to active duty in time for the working day here in the UK.

You guess was right - the fault was indeed U1 rather than as originally specified - but all is working as expected now. Early signs indicate not a single mail actually lost.

Whilst in part I'm glad the fix for this this error condition was not a trivial oversight on my part I have to say this is too damn difficult and I will echo my first thoughts from the early days of using/upgrading your product - the sooner you guys get the zimbra appliance up and running the better. At the minute you are developing for and supporting way too many variables.

Once again, many thanks for a speedy (& successful) response.

All the best.

PS: Tell Matt :: Kingdom (Stephen Fry) and I'll update if I think of any more.

[inqueue]

Hi William,

For case management functions on the support portal, you must enable cookies for https://na2.salesforce.com.

--
Jason

[William]

Thanks Jason

For case management functions on the support portal, you must enable cookies for https://na2.salesforce.com.

That did it - cheers.