Sage 100

#bug discovered in versions 4.40 and 4.50 in work order. If you do negative material issues for more than the positive material issues, the work order inquiry actual cost shows as positive instead of negative like it used to in version 4.30 and lower. I am going to create a case. Wish there was a way to create a case online through the new Portal.

There is. Go to Support Tickets and choose new. I was able to create a ticket last week.

Okay, I did start a case. That was an excruciating experience. How can you tell how many cases out of your 10 that you have or have left?

That was my question a month ago that I never got an answer to but I will email one of my friends again to see if I can get an answer now. You should't be dinged for a case to report a bug though.

Sage has never displayed in the case notes whether a report was no charge or not. I think I posted this on the idea web site once. One year when I ran over, I requested a review and had about 10 cases turned into N/C. I asked for my money back on the five cases that I had to purchase also when I had none left.

In case you are still wondering... long story short and after a lot of laughs, I finally sent an email to my old manager at Sage last Wednesday 4/25 asking for answers to six questions regarding support. After two days and confirmation with other people he was able to answer the first four but said they are still trying to figure out the answer to my last two. I will let you know when he responds - Here they are and his answers to the first four: 1. It is my understanding that we each have 10 unless we are certified and then we get more but not sure how many more. Each Certified Consultant receives 10 cases with their CC renewal. These cases do roll-up to the Partner Company level. This process is currently in effect. 2.When we reference a customer who has a support plan, it does not count against us is that only Gold or also Silver? This is only for Customers who have current Gold Support Plans. 3.When we call regarding a program issue that is/is not written up is that chargeable? When the issue is known, and is available for reference in the Knowledgebase (which you can access through the Partner Portal), the case is chargeable. When the issue is known but not yet available for reference in the Knowledgebase, then we can no-charge the case. 4.When we call and the article has just not made it over to the new portal or has not been published is that chargeable? If the issue is a Defect, see #3. If the issue is not a defect, the case might be chargeable. As each case/issue is unique, this determination can be made at time of case. 5.If the analyst has set the case to no charge, how can we know that for sure? I was told that we should be able to see on the portal but when I contacted the portal help desk, they said there is no way to see that and we would have to ask support. 6.I am looking for a way to monitor how many cases each consultant has remaining on the current contract. Obviously, that is going to get very cumbersome for the support analysts to have to check but if that is the only way then I just want to be able to tell everyone that.

We were just discussing questions 5 and 6 this morning. Let us know when you get some answers.

Is Sage really going to tell the customers they just forced onto Silver plans that they cannot have a consultant use their cases? @RobertaFerguson - when you get answers to 5 & 6, you should start a thread in the LinkedIn Sage Partners/Employees group, and I will be happy to add my comment calling them out on this.

Phil - what they are saying is that if you call on your account and reference a customer on the case, only Gold customers will not count against YOUR 10 cases.

Well, you are not going to like this! Here are the answers to 5 & 6 and his additional comment below. There is a bit of steam coming out of my ears!! Typical Sage! 5.If the analyst has set the case to no charge, how can we know that for sure? I was told that we should be able to see on the portal but when I contacted the portal help desk, they said there is no way to see that and we would have to ask support. There is presently not a way in the Portal to see if a case was set to 'No Charge'. For any specific case, a support analyst would have to look up the ticket to see verify if it was charged or not. 6.I am looking for a way to monitor how many cases each consultant has remaining on the current contract. Obviously, that is going to get very cumbersome for the support analysts to have to check but if that is the only way then I just want to be able to tell everyone that. Currently, Partners can see their plans and how many cases are available on each specific plan. At this time, there is not visibility at the individual consultant/contact level. I am following up to see what additional reporting options we can attain for the Consultant/contact level. This may take several weeks before we know for sure what can be developed I'll keep you posted as I learn more