Updating Support Hours for the Cases - Case Management
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Updating Support Hours for the Cases - Case Management

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Article ID: 367280

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Updated On:

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: Contact Region change will not impact the existing cases. The change will take effect for all new cases.

 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 "Work Location" and "Time Zone" and submit



     Note: Initial SLO time will be based on "Contact Region"

  4. To update Contact Region 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.