My Cases: Case Details

My Cases: Case Details

Once you've logged into the Cases Portal and navigated to the My Cases area, simply click on the case title to access the case details page. Here, you can thoroughly review the case description, append additional comments, upload attachments, and peruse the responses provided by our support agents.

The following is a definition for each user action contained within the case details area.  
  1. Action Bar – The action bar is located at the top of the page and contains multiple ways for you to control the status of your case: 
    1. Mark as Resolved – Allows users to change the status of a case to Resolved. Utilizing this feature will transition cases from the "Active" status to "Solved". Cases with the status of "Resolved" will be retained in the case log history and can be reopened if needed.
    2. Reopen Case – Allows users to reopen cases that were previously closed. Opting for this choice will change the case status from "Resolved" to "In Queue". 
    3. Cancel Case – Allows users to cancel previously submitted cases. Canceled cases cannot be reopened or edited, but they do remain in your support case history for reference.
    4. Return to Cases – Clicking this option will return you to the My Cases area.
  2. Comments area – Support case comments are additional pieces of information, updates, or responses added to a support case or ticket by clients or the support team as they work towards resolving cases. These comments provide a way for clients and the support team to communicate with each other, ensuring that everyone involved has the latest information and context about the case. 
    1. Use the rich text editor to respond to our support agents using common text formatting tools such as bold or italic font, strike-through text, hyperlinks, bullets, numbering, code blocks, blockquotes, and horizontal dividers. 
    2. Upload attachments – Support case attachments are files or documents attached to a support case or ticket, serving the purpose of providing additional information, context, or evidence relevant to the reported issue. These attachments can encompass a wide range of file types, such as screenshots, images, log files, tool files, documents, videos, and more. To learn more about uploading attachments, go to: Uploading Attachments to Support Cases.
    3. Submit Comment – When you're ready, click the Submit Comment button to send your comments through to our support agents.
    4. Comment log – Each time you or our support agent makes a comment on a case it is stored within the comprehensive, chronological comment log.


    • Related Articles

    • My Cases: Overview

      Once you've logged into the Cases Portal, accessing your support cases is a breeze. You can simply click on the "My Cases" icon in the flyout menu or choose the "View Cases" button conveniently placed on the Welcome page. Inside this section, you'll ...

    • Getting Started with the Cases Portal

      A user-friendly platform designed to streamline your support experience and provide seamless access to our support channels. Please Note: Both new and existing users of the MVKN must create a Cases Portal account before accessing the My Cases area of ...

    • Things to Consider When Creating a Support Case

      Before submitting a support case for your Microvellum software, consider the following points to ensure a more efficient and effective resolution: Documentation & Resources: Review the Knowledge Base for documentation that may provide a resolution to ...

    • Uploading Attachments to Support Cases

      Support case attachments are files or documents attached to a support case or ticket, serving the purpose of providing additional information, context, or evidence relevant to the reported issue. These attachments can encompass a wide range of file ...

    • How to Create a Support Case

      We're committed to delivering the best possible user experience, and part of that commitment is giving you the power to create support cases. We believe in making your journey with our software as smooth as possible, and our support case system is ...

    • Recent Articles

    • Toolbox Release Notes | Build 24.1.1105.641

      The following release notes apply to Toolbox build 24.1.1105.641 Nesting Fix Fig. 1: The fatal error that would occur during processing. There was reportedly an issue that occurred when clients attempted to process a work order using the nesting ...

    • Microvellum Foundation Library Release Notes | Build 24.1025

      The following release notes apply to Microvellum Foundation Library build 24.1025. Additions Added new global variable “Remove Stop Dado On Bottom Edge” for wood drawer boxes. Check this option to run the dado through at the bottom of the sub front ...

    • Toolbox Release Notes | Build 24.1.1030.641

      The following release notes apply to Toolbox build 24.1.1030.641 Routing and Profile Fixes Several issues were found with routing and polyline paths: Fig. 1: Horizontal routes off of a part disappearing (left) and appearing correctly (right). When ...

    • Toolbox Release Notes | Build 24.1.1010.641

      The following release notes apply to Toolbox build 24.1.1010.641 Biesse Winstore Fix Several issues with the Biesse Winstore plugin have been resolved: There was an issue that would sometimes occur wherein materials that were intended to stack wound ...

    • Toolbox Release Notes | Build 24.1.1001.641

      The following release notes apply to Toolbox build 24.1.1001.641 HBore Toolfile Fix Fig. 1: The location in the Toolfile UI where the error would occur. There was an issue reported with the functionality of the Horizontal Boring Machine setting in ...