Application Launcher

Users assigned to a role that has the Include as a collaborator on all cases by default permission enabled receive an email automatically when a new case is created and the case originates from Acquia. All customers associated with an application can view all cases for the application. If a user creates a case through the Support portal, only that user gets notified of the case creation. When Acquia Support responds to a case, all users who are assigned a role with the Include as a collaborator on all cases by default permission are cc’d on the email from Acquia Support.

To add additional users to a case for communication:

Locate a role that has the Include as a collaborator on all tickets by default permission. By default, Administrator and Team Lead roles have this permission. Alternatively, you can create a custom role and assign this permission to that role.

Invite a user as an Administrator or Team Member and assign a role with the Include as a collaborator on all tickets by default permission to the user who have not received notifications.

Note

After assigning the role, replies to all cases related to a subscription are emailed to this users. Changes may take up to one day to take effect. If you remove a user manually from the email notification, the system continues to notify the user. To ensure that the user does not receive further email notification, remove the user through the Cloud Platform user interface.

Important

Administrators on a subscription are included in all notifications related to an application.
A Support case or notification labeled as Pending means that it is awaiting your response. If you require further assistance or have any questions, contact Acquia Support to resolve the issue. If you do not need help or the issue is resolved, there is no action required as the ca/node/55832#ticket-statusse will automatically resolve if it remains in Pending status for 10 consecutive days. For more information, visit Case statusCase status.

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Invite a user as an Administrator or Team Member and assign a role with the Include as a collaborator on all tickets by default permission to the user who have not received notifications.

Note

Important

Administrators on a subscription are included in all notifications related to an application.
A Support case or notification labeled as Pending means that it is awaiting your response. If you require further assistance or have any questions, contact Acquia Support to resolve the issue. If you do not need help or the issue is resolved, there is no action required as the ca/node/55832#ticket-statusse will automatically resolve if it remains in Pending status for 10 consecutive days. For more information, visit Case statusCase status.

Did not find what you were looking for?

If this content did not answer your questions, try searching or contacting our support team for further assistance.

Support case notifications

Support case notifications

Support case notifications

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Did not find what you were looking for?