We have been working hard to improve our time to resolution on the Service Requests you raise by automating the information and diagnostic gathering step.
A vast majority of Payables SRs will now automatically ask you to provide a specific set of files, depending on how you answer the questions we ask when you choose your problem type. The system will provide you with a clear action plan shortly after the SR is submitted requesting files e.g screenshots, log files and diagnostic outputs.
Automation will continue to ask you to provide any missing files, until all the needed files have been provided. At that point, your assigned engineer will be in a position to begin reviewing your issue and analyzing your uploaded files, with the intention to get you your solution faster.
For more information about Automation and how it works please review the following document:
Troubleshooting Process (Doc ID 1998077.1)