Description

This article explains how to view the status of Sitecore product bugs, enhancements, and feature requests related to specific support cases.

For more information about the overall use of Sitecore Support Portal, see this article: KB0654910.

Investigation Process of Support Cases

While investigating a support case, Sitecore might identify a product bug or a defect that is a root cause of the reported issue or is related to the root cause. In case the investigation detects that the reported behavior is expected in the current architecture, Sitecore might submit a feature or enhancement request.

When Sitecore confirms the identification of the error to the support case owner, then the support team looks for a workaround or a solution for the defect according to its severity and impact on the customer's project.

In addition, Sitecore communicates a public reference number to the support case owner that can be used for tracking the future status of the reported issues. For more information about public reference numbers, see the article KB0853187.

Sitecore Support & Self-Service Portal provides a self-service functionality that allows Sitecore customers and partners to monitor the status of the reported issues that are related to their support cases by using the My Product Issues page.

Accessing My Product Issues Page

To access the My Product Issues page, on the Support Portal, click the user profile in the upper right and select the My Product Issues item from the drop-down menu.

Working With My Product Issues Page

The My Product Issues page shows a list of bugs, enhancements, and features that are related to support cases accessible to the support portal user. For the resolved issues, Fixed status will be displayed appropriately.

Note: Due to the specifics of the release processes, the status does not always indicate that the fix has already been made available within every customer's environment. There might be a delay before the fix has been applied to all Sitecore-hosted environments or made available for on-premise installation. If there is a need to confirm the exact details of fix availability, please contact Sitecore Support.

Visibility

Every bug, feature or enhancement request that can be visible on the Support Portal is connected to a specific support case.

Support Portal users that are able to access a specific support case are also able to view the reported issues related to this case and their status in the References.

This means that if a Sitecore Implementation Partner created a support case on behalf of a Sitecore Customer (KB0073804), both Customer and Partner users are able to see both the support case as well as the bugs, features, and enhancements related to this support case.