StevenT
Khoros Alumni (Retired)
Joined 12 years ago
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Re: Submitting Support Cases - HTML error
elbranscomb are you experiencing that error on our Atlas case portal? If so, I did notice you mentioned about formatting, what specific formatting did you try to use? If it were the bullet points or the number list, we did push out a fix for that late last week so that should already be fixed for you.Re: Weird experience trying to reply to a PM
Hi CarolineS this wouldn't and shouldn't impact your community. The reason being is we are using a custom HTML parser here on Atlas as whereas your community is using the out of the box HTML parser, the reason it was impacting us on Atlas was that we missed adding the relevant HTML tags 😲 Let us know if there are any others that you come across!Re: Weird experience trying to reply to a PM
Hi CarolineS Thank you for that additional information, I was able to pinpoint the issue and working on a fix for it. The problem here was we allowed the P tag but not the class tag. We did have p:align but that doesn't look like it was enough to allow the class to be called. We're now in the maintenance freeze, but as soon as it's complete I'll be able to get a fix out to production asap to resolve the issue for you.Re: Escalating Support Cases
Hey StanGromer that's correct, the button gets unlocked after the timer has expired. As the article mentions, this allows us a bit of time from the case being created for us to be able to pick up the case to be able to do our initial triage and due diligence to get back to you with next steps.Re: Weird experience trying to reply to a PM
Hi CarolineS We certainly don't want to block you from creating great content on Atlas! I've enabled some additional logging on Atlas to pick up this error message when you have a spare 5 minutes, would you mind trying this again with the exact same content and then I can dig into the logs and find the exact cause. I did take a look at our backend HTML file and I can see align is in there for your permissions hence wanting to get some more information on this before diving in headfirst and finding out it's something different haha.How do I close a support case that's been resolved?
When you have an open support case, you will be able to see a new button on the case details page with the option to Close case. Once you are happy that your support case has been resolved you can click on the button, which will trigger a popup box confirming that you would like to close out your case with the support team. Once you have closed your support case you will be able to find it in the Resolved tab in the Case Portal. Note: If you wish to let us know why you are closing your case, please feel free to leave a comment on the case before closing. You may also receive a survey after the case is closed.
