Case Management Filter Views
The default view of the ASC Support Portal is the Cases tab with My Open Cases selected as the filter.
You can select pre-filtered views from the drop-down menu to view cases as follows:
- My Open Cases: View your cases that are Open.
- My Closed Cases: View your cases that are Closed.
- My Waiting for D2L Cases: View your cases with the Waiting for D2L status.
- My Waiting for Client Cases: View your cases with the Waiting for Client status.
- My Orgs Closed Cases: View all Closed cases for your organization or organizations.
- My Orgs Open Cases: View all Open cases for your organization or organizations, including cases with the Resolved status.
- Cases where CC'ed: View cases where you have been selected as a Contact to Case to receive updates.
Figure: Select your desired filter from the drop-down menu.
Case Management Buttons
In addition to case filters, you can view active Escalated Cases, Known Issues, and Service Requests.
Figure: Click Escalated Cases, Known Issues, or Service Requests to view those in the table. Only active cases are displayed.
Account Information Buttons
These buttons allow you to view and contact other people a part of the ASC process.
- My ASC Team displays your ASC team members and their contact information.
- My D2L Team displays your D2L Support team. You can email a D2L Team member by clicking their name.
- My Org displays information about your organization or organizations. The table displays your Org URL, Deployment Wave, Admin Entitlement, and End User Entitlement.
Figure: Click one of the Account Information buttons to view information about your ASC Team, D2L Team, or Organization.
Sorting
You can sort the order of the Case table by clicking the up or down arrows beside the column headings.
Figure: Click the up or down arrows to sort table results.
Global Search
The Global Search component displays search results from across the ASC Support Portal for every occurrence of a particular word or other sequence of characters. The results are based on search terms entered in the Search box and displayed in the Case list.
Filter-Based Search
Searching using the magnifying glass in the column headings is based on the pre-filtered views. Note you might have to change the filter view to obtain different results.
Downloading a Report
You can export cases to CSV on demand by setting your filters and downloading the file.
Your Report will run based on the filter you have selected. For example, selecting My Orgs Closed Cases from 2023-2024 will allow you to see all cases created across your orgs for that time period regardless of whether you were the ASC that specifically opened those cases.
Note: The calendar only displays in English.
Figure: Click Download to export a CSV file of your report.
Commenting on Cases
To comment on a case, select the case from the table, enter your comment in Case Comments, and click Post Comment.
Note: The text editor that appears when creating a comment displays buttons in English only.
Figure: Enter your comment into Case Comments. When finished, click Post Comment.
Adding Contacts to Cases
You can add a Contact to Case by selecting the person's email address or selecting it from the drop-down menu, and then click the plus (+) sign.
You can also remove contacts by clicking on the trashcan icon beside the email address.
Figure: Once you have selected your contact from the drop-down, click the plus (+) sign icon to add them. To remove a contact, click the trashcan icon.
