Enterprise CRM: Verify a Case in Production

When you get an email saying Case Ready for Verification in Production, it means that a Case you submitted has been fixed and pushed to the live Enterprise CRM site. In order to close the Case the CRM Service team needs you to verify that the fix has indeed worked as intended and that the Case can be marked as Closed. The notification you receive is asking that you test and verify the fix.

Verifying a Case in Production

  1. Review the email for steps.
  2. Click on the link at the bottom of the email where it says For more details, click the following link:
  3. In the Related To field (upper right), click on the Case Number.
  4. Scroll through the Case and read the DescriptionSubject, and any relevant Chatter messages to refresh your memory on what the request you made was and what the answer or fix is for that request.
  5. If the case was a question:
    • If you feel your question was answered, change the field called Status on the case to have a value of 52 - Verification Confirmed and mark the Task (where you were at step 3) as complete. At this point, the support person will close your Case.
    • If you feel your question wasn't answered, change the field called Status on the case to have a value of 51 - Verification Rejected and add a Chatter comment on the case (making sure to @mention the support person) explaining what questions you still have. You can also and mark the Task (where you were at step 3) as Complete.
    • See the screenshot below for the Status field location on a case:
      A screenshot showing the location of the Status field on a Case
  6. If the case was for a bug or enhancement, test out the fix or new feature to be sure it works as you had intended/requested:
    • If you feel the fix/feature functions correctly, change the field called Status on the case to have a value of 52 - Verification Confirmed and mark the Task (where you were at step 3) as complete. At this point, the support person will close your Case.
    • If you feel the fix/feature does not work how it is supposed to, change the field called Status on the case to have a value of 51 - Verification Rejected and add a Chatter comment on the case (making sure to @mention the support person) explaining what questions you still have. You can also and mark the Task (where you were at step 3) as Complete.
    • If you mark a case as 51 - Verification Rejected the CRM Service team will read your explanation and follow up with next steps.
TDX ID
2535