We promised improvements and I am excited to announce that we have added some new features to Community for you.
If you are a Nuxeo Cloud customer and have a deployment request or configuration request for the Cloud Team, you can indicate this by selecting “Cloud Services Request – Configuration” or “Cloud Services Request – Deployment” from the Functionality drop down when submitting your case.
When you select one of these two options, a Nuxeo Cloud ticket (formerly NCO ticket) is immediately opened for you with that team and your case description and details are copied over. This empowers you to engage that team right away without waiting for a Support Analyst to review the case and create the Cloud ticket for you. A support ticket is still created, and a Support Analyst will still be assigned to that case for you. They will be available to facilitate additional questions, file sharing or communications. In the event your request is a deployment request, our Nuxeo Cloud Console system will still update the Support Case automatically when the deployment request is completed. In the future, we will be adding automation to surface comments and questions from the Cloud team when you have a configuration request.
This is live and easy to use. Just make sure to pick Cloud Services Request from the list! We are happy to answer questions about the process in this Blog. If you have a question about a specific support case or engagement, please do so within your support case or start a Customer Care Engagement from Community if that is needed (so we can address any questions/concerns).
