• Feature Description
Add the ability to view and update support tickets cross users for any user in a user-group which allow this option.
• Problem Statement
XC configuration objects are managed by a customer team that includes user A and B. When a support ticket is created by user A, user B can’t manage (read/update/close) this ticket.
This is a pain point when user A is not available, user B can’t track request of the whole team.
• Business Impact
Tracking XC support tickets by a team is challenging and generates frictions with F5 Support and F5 Account Team because the whole customer’s team is not aware of latest F5 updates or asks. This is very though during P1 tickets.
Therefore, the Time To Repair is impacted and the customer’s perception of our product reliability is impacted.
• Security Considerations
None.
• Competitive Landscape
Uknown
• Existing Workarounds
None
• Risks of Not Implementing
Risk to do not renew if the incident experience with F5 always generates friction.