How often do support tickets go unnoticed?

[David Gallo]

I have had a ticket open for a couple weeks now and for whatever reason the only response I get from support is this:

Hi David,
If you could provide an update for this Case so that I may either close the record or provide additional assistance, it would be greatly appreciated. Please reply directly to this message or respond on the Now Learning Portal to ensure the appropriate case is updated. Sincerely,
Training and Certification Support Team

  My last response was "I've provided 2 updates for this case with no response from ServiceNow. Can you please provide an update on this case other than the canned reply below?"  

I'm thinking this ticket is hiding in a desk drawer somewhere.  I don't see an option to escalate or anything.  

Case CS0381196 if anyone sees this.  

Thank you, 

David

[SanjivMeher · Accepted solution]

Email at training@servicenow.com is a better option it seems

https://www.servicenow.com/community/training-and-certifications/nowlearning-support-cases/m-p/23979...

[SanjivMeher · Accepted solution]

Email at training@servicenow.com is a better option it seems

https://www.servicenow.com/community/training-and-certifications/nowlearning-support-cases/m-p/23979...

[Jim Poisson · Accepted solution]

I escalated your post to our Support leaders. Not sure what happened there, hopefully you will see a response soon.

[Tim93]

I am sending the email as apparently my case is bouncing like a ping pong ball. Long story short I wanted to merge my personal email <<>> where all my certifications have been done so far. Unfortunately I mistyped the merge address something else but should have been tim.bose@nutrien.com

In the meantime my <<>> is completely locked and I am not able to correct it by doing the merge again.

Meanwhile the certification record has not been transferred to <<>>.

Are all my certification records lost? I have to pass my delta exam very soon and I am running out of time. Please advise.

Case # and Incident # below. Somebody please help.
INC0996088
CS0393094

[David Gallo]

I was contacted just now.  Thank you for your help.