Case dialogue

Mass · ‎Nov 8, 2023

Hi Community

As an administrator I can raise support cases and cc colleagues so that they are aware of the updates and can contribute to the resolution.

Most often this will be our developers, when it is something beyond my technical knowledge.

This sparks a conversation between the developer (who responds by email) and the Concur consultant who replies on the case.

The issue I have is that although Concur can see the response emails from our developer, the comments are not being captured in the case dialogue, so it looks like a one sided conversation.

See example below.

Is there a way to capture the email responses so that the case contains the full dialogue?

Thanks

Mass

leedau · ‎Nov 9, 2023

@Mass Thanks for posting in the SAP Concur Community. We value your feedback. The conversation is captured. On the Concur end, it shows up as an email attachment.

Thank you,
Lee-Anne Dautovic
SAP Concur Community Moderator
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Mass · ‎Nov 9, 2023

Thanks Lee-Anne

Is there any way I can have visibility as I need to manage the ticket or chase up a response? I try to use my emails if the developer cc's me, but even then it I have to sequence all of the messages.