Support ticket deleted or lost in support portal

[DonMario73]

Hi,  I have been working in the following ticket with Lansweeper support since 2 weeks ago:

"Remote scanning service stop scanning after upgrade to latest version [ ref:!00D1t0qhAh.!500R60UhCnr:ref ]"

For some reason, the ticket doesn't displays in the list of pending or closed tickets.

Please, your support

Thks!

[DonMario73]

Hi, the ticket now appears in the list of open cases.  The issue is that the history is not visible.

Regards

[ErikT]

@DonMario73 

After checking with your login, we observed that the case history takes about 15 to 20 seconds to load on our system.

We understand that this is quite a long wait time and have opened an internal ticket to investigate how we can improve the performance.

Thank you for bringing this to our attention.

[Obi_1_Cinobi]

Hello there!

I have re-opened your support case, the support portal team will reach out to you as soon as possible!

[DonMario73 · Accepted solution]

Greetings, this is the reply that I received from support related to the case not showing in the support portal:

"We have identified and resolved the issue. An internal merge process in our back end system was the culprit."

Regards