In the old support system we did not utilize the Tracking # field. What is the Customer Tracking # field used for and what if any information should we input there?
Should we continue to leave this field empty and use only the "watch list" field to identify who input the support ticket?
Answer: If you have an internal issue tracking system used to track issues and you would like to reference the tracking number associated with the Eagle Portal Case, you can use the Customer Tracking # field to track your internal secondary issue number. If you do not need to use this field, the field can be left blank.
When the support ticket is entered the user who enter the case is automatically associated with the case. The watch list is used to add anyone who should notified with case updates