Clients commonly ask support why they need to confirm things like their application version or a wide variety of other environmental details whenever case is opened. I can understand why someone might be frustrated when they open a case with support and are requested to provide information that they had provided just a few weeks before when opening their last case, so why do we ask?
There is a very straightforward reason we ask for this information each time someone opens a case, and that is to ensure everyone is on the same page. A great deal can change in a few weeks, or even a few days, and heading down the wrong path because a support consultant is out of sync with a client's environment is in nobody's best interest. We want to ensure that when a support case is opened it is resolved as quickly as possible. Making sure that everyone has a clear understanding of the application and environment is an important first step.
