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Case details

The case details view offers a complete overview of the case details, updates and current resolution stage. In this view, you can exchange messages with ESET support teams via Chatter and share or receive updates on the case.

esh_case_details_01

Case details view features

•The case subject and the case status indicator with five states:

Waiting for ESET esh_icon_case_status_waiting_for_eset_01—You have updated the case, and it is now waiting for action by the ESET support agent.

Waiting for your input esh_icon_case_status_waiting_for_your_input_01—ESET support agent has updated the case and is waiting for your input.

Resolved esh_icon_case_status_resolved_01—The case was resolved successfully and marked as closed by the ESET support agent.

Invalid esh_icon_case_status_invalid_01—ESET support agent marked the case as closed without resolution.

•A case status progress bar and (if available) stage progress bar appears for service cases with stages. The current status (or stage) is highlighted in blue. Completed statuses (or stages) are highlighted in green.

note

Stage progress bar

Not all service cases have stages. The number of stages and their type can differ between various service cases. For example:

Premium Support (Essential, Advanced)—No stages

Detection and Response (Essential, Advanced, Ultimate)—No stages, except if the activity is related to the Deployment, Upgrade or EEI: Initial Optimization (see below)

ESET MDR—No stages

HealthCheck—esh_stages_healthcheck_01

Deployment and Upgrade—esh_stages_deployment_01

EEI: Initial Optimization—esh_stages_eei_01

•The Details tab summarizes all the case details submitted during the case creation, including the case creator's Company name and Contact name.

•The Chatter and Attachments tabs contain an interface to exchange text update messages with ESET support teams. Attach files via external repository and see all the case updates.

Posting an update

You can post an update to the case at any time via the Chatter.

1.Type your message into the Share an update window of the Chatter.

2.Click the Share post button esh_button_share_post_01 to share the update.

esh_chatter_post_update_01

3.A confirmation notification will appear. Click Yes.

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Case status change

When you post an update to the case via the Chatter, the case status is set to Waiting for ESET esh_icon_case_status_waiting_for_eset_01 and the ESET support teams are notified of the update.

important

Refresh the view

If the case status does not automatically update after you post an update via the Chatter, press F5 or click the Refresh button in your web browser to update the view.

Adding an attachment

Use the Attachments tab to add a file to the case.

1.Click the Open Attachments folder esh_button_open_attachments_folder_01 button.

2.A new window opens with an external repository to upload your files.

3.Drag-and-drop your file to the repository window or click the Upload esh_button_ts_repo_upload_01 button.

4.When the upload completes, close the repository window and return to the ESET Services HUB portal.

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No attachment list

Due to the use of an external repository, the Attachments tab will not display list of attached files.