You are probably using Internet Explorer version 5.5 or later. If you will use IE version 5.01, this will not happen. The full support for IE 5.5 is coming in the near future. The Trouble Report is formed to get as much information as possible at once and it is designed to help users to fill in the required information. Yes it is.
Users can also utilze it later when needed.
No, our support customers will see only their own cases. Our support service is a basic packet which is tailored to meet our support customer's needs. We are going to use gathered experience as a starting level. Most common reason for this, is that workorder with this number does not exist on the server. The workorder needs to be created first on the server with that number by manager.