Originally published on 08/26/2025
This service bulletin applies to anyone who submits or manages customer support cases in the AvailTec Portal.
What's the issue?
We are currently investigating two issues affecting the Case Details screen in the AvailTec Portal:
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Portal Comment History Not Visible
Customers are currently unable to view the portal comment history on the Case Details screen. While the comment functionality itself is working correctly, the historical comments are not displaying as expected. Please continue using the portal comment feature during this investigation. We are actively working with our vendor to restore visibility of the comment history. -
Resolve Case Button Not Functioning
The Resolve Case button is currently inactive and does not allow customers to close cases from the portal. We are collaborating with our vendor to reactivate this functionality. In the meantime, if your case is updated to Pending Customer Review and you would like support to close it, please send a portal comment requesting closure.
Note: Cases in Pending Customer Review will auto-close after a set period, so you may also allow the case to remain in this status until it closes automatically.
Who's affected?
All users submitting cases through our customer portal.
What do I need to do?
Continue to utilize the customer portal to submit and manage cases using the workarounds listed above for portal comments and resolving cases. We will notify all users when these two bugs are fixed.
How do I request assistance?
As always, if you have questions or need any assistance, please don’t hesitate to contact the Avail Customer Experience Team either by submitting a case via the AvailTec Portal or for critical or high-priority cases by calling (814) 234-3394 option 1.
Thank you for your patience. We will update this article until the problem is resolved.
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