2025_03_18 – JOINT Customer Support Advisory Group and Clarivate monthly meeting.
SUMMARY
Update on the Known Issues Portal Project – The test portal will be released for early testing middle of April. For the CSAG members first. A dedicated meeting for training/introduction. Then a UAT period of feedback to Clarivate colleagues. The portal is currently going through internal UAT.
Update on the Defects Cleanup Project – the timeline is on track. The R&D team is working through the defects based on priorities, regions, and functional areas. The work for March is progressing as planned, with a focus on resource management and fulfillment due to a higher number of defects than anticipated. A further update will be provided at the April meeting.
Case Journey – New Regional Case Flow Process
Clarivate shared slides covering incident/case journey and the statuses visible to the community. A change will be made so that ‘New’ incidents will move to ‘Reviewed’ when a local manager has read and triaged for priority/impact. Once the slides are confirmed by legal team they will share to the community.
Plans to meet face-to-face during ELUNA for those members of the group who are attending.
Next meeting to be scheduled around Passover and Easter – possibly 22nd April.