Direct Support ticketing function travels through Organizations

GiuseppeR · October 2024

Hello everyone,

as you open more Organizations inside Nebula, so having more tabs open each with a different Organization, could cause interference when opening a ticket from Direct Support area:

I opened OrganizationA and its support request lists (I needed to copy a previous similar Case reference).

After that I opened another tab with OrganitazionB to look into its tickets too.

So from tab (just ready) on OrganizationA I opened a ticket, explaining the issue, selecting also the right hardware having issues.

The result is that I have a Case opened in OrganizationB also if I used the other tab with OrganizationA.

Please refer to Case 241001856 (right Organization) and Case 241001847 (wrong one).

You can see also the mistake made by Direct Support with a Case open with null value as hardware (241001847)

:

While you can see the right one (241001856):

Zyxel_Kay · November 2024

Hi @GiuseppeR

After reviewing this case, we’ve identified a bug affecting this function. When multiple tabs are open, the organization/site shown in the support ticket corresponds to the last tab opened rather than the active Nebula organization/site in each respective tab.

We're actively working to resolve this issue and will keep you updated with any progress. Thank you for your patience and understanding.