Updating Support Hours for the Cases - Case Management

Products

• Support Portal

Issue/Introduction

This article will help in updating the preferred support hours for the Support cases in the case management.

• How to update Business Hours?
• Need technical support in preferred working Hours Contact
• Region change for existing and new cases

Resolution

Case management profile can be updated with the preferred support hours.

Note:

• Location change will not impact the existing cases. The change will take effect for all new cases.
• The default location is "United States" which uses the PST time-zone, please ensure you select your preferred Location and Time-Zone.
  

 To update the contact region, please follow the instructions mentioned below:

1. Go to My Cases in the support portal > My Dashboard
   
   
2. From the upper Right menu under your name, click Manage Your Profile
   
   
3. Update the "Location" and "Time Zone" and submit
   
   
   
   Note: Since the initial SLO time is based on "Location," it is important to specify the state or province for countries with multiple time zones.
   Example:
   UNITED STATES - FLORIDA, 
   UNITED STATES-NEW YORK, 
   CANADA-QUEBEC,
   CANADA-ALBERTA etc. 
              
4. To update Location while creating a new case, the message will be displayed at the top of the screen. Select "here" as shown in the below image to set the Support preferences.