@ffield, yes! For the time being, you're still going to submit through JiveWorks. We'll be coordinating the transition over the next few months and you'll receive notification as to when / how that will work. Thanks for the question though!
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We are excited to announce that we are updating our existing support case portal to use the new Lithium Case Portal feature. This will be available to anyone who has access to the current case portal. This change will be coming later this week and the changeover is expected to happen fairly seamlessly! You can find out more information about the new case portal feature in the documentation.
As part of the changes, there is a new module on the landing page that allows you to create a case directly from the landing page and a link to view your existing cases. The support team now has the ability to push a thread from the community directly into the case portal so unless there are privacy concerns around the content of the case, we ask that you post your question on the community first as this allows your peers to answer the questions first!
The Case Portal landing page still has a very similar layout to the existing page but the formatting has been updated to take advantage of responsive.
When creating a case, we removed a step to streamline the experience - you can now choose the product when filling in the rest of the content as well as the priority compared to your other cases.
At least one person from each organization will be designated as a supervisor, this allows them to see all the cases their team has submitted along as well as their own.
In addition to this, the supervisor has ability to request a more in-depth or urgent review of a case by providing a business justification in doing so on the Escalate Case page.
There are a couple of items that we are still adding in, but haven't finalized yet:
Attachments do not display; this will be fixed soon. In the mean time, if you need to include an attachment, please reply to the acknowledgement or latest case notification email and include the attachment, this will automatically add it to your case.
If you would like to add users in cc, please add a note in the comments module and the support team will ensure they get added.
Let us know if you have any questions or thoughts on the new case portal in the comments below.
Thanks for reading!
Director, Global Support
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@STARFLEET, thanks for the question.
When the EU-US Privacy Shield was adopted by the European Commission, Lithium made the decision to continue with what we believe to be a stronger compliance measure – that is, continuing to enter into EC Standard Contractual Clauses with our EU customers, and continuing to comply with EU data privacy regulations in general – instead of pursuing Privacy Shield registration. In addition, Lithium has begun the internal processes necessary to ensure compliance with the GDPR (new EU regulation which will become effective in 2018), and has already made significant progress toward GDPR compliance. We believe our resources are better utilized continuing on this path, to complete GDPR compliance, rather than be distracted with the EU-US Privacy Shield which, in our opinion, does not add anything of significance to the protections already afforded by the EC Standard Contractual Clauses.
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