Today's release includes the following enhancements to Support Requests:
The ability to change the location associated with the available account on a new support request. The location may be changed to any location within the same segment as the account.
The ability to modify the support request category and/or topic.
To use the new updates to support requests, the agent profile must be updated with the permission 'Reopen Support Requests / Update Category'.
Support Request Location
When viewing the details of a support request, use the Change button next to the location to update the location.
Support Request Category
When viewing the details of a support request, use the Change button next to the Category to update the category and/or topic.