Support | Case Structure | How We Manage Multiple Issues

Purpose

This article explains how Modular Solutions structures support cases when more than one issue is involved, and why each issue is handled as its own case. It helps you submit issues in the way that gets them resolved fastest.

Overview

As Modular Solutions continues to grow, we are refining how we structure support cases to make your experience faster and more efficient.

It is common to uncover more than one issue during troubleshooting. We have found that separating issues into their own cases is the most effective way to resolve them quickly and accurately. This is standard best practice across software support organizations, and it helps us maintain fast response times and clear accountability across teams.

Why This Matters

Our goal is to ensure:

• Every issue receives focused attention from the right team.
• Development and testing can track, replicate, and resolve issues without overlapping.
• Updates, resolutions, and timelines stay clear to you.
• Metrics stay accurate, which lets us maintain short turnaround times and deliver on our SLAs.

As we expand, this structure becomes critical to serving you efficiently.

How It Works

When another issue arises, even if it seems related to an existing ticket, submit it as a new support case. This applies in all situations, including when:

• The issue appears similar but involves a different policy, quote, or insured.
• The same issue occurs under a different user or permission set.
• A fix has already been shared for the original issue and something new appears as a result.

To help us connect related issues correctly, include the original support case number in your new submission. If no reference is provided, we will treat the issue as independent and unrelated to the previous case.

If an additional concern is raised within an existing support case, you will be asked to open a new one so it can be acknowledged and handled properly. There are no exceptions.

We will guide you through this as you go and, on our end, will link related tickets internally so the full history is captured and traceable.

Submitting Support Cases

To support this structure, you will notice a few updates to how cases are submitted:

• Each submission should focus on a single issue or topic.
• If a new issue arises, even if it appears related, submit it as a new support case.
• Our support team will handle linking it to the original case internally.

Best Practice: When to Open a New Case

When in doubt, open a new case.

• Mention the original ticket number in your new submission if you believe the issue is related.
• Our team will review and determine whether to connect it internally as a parent or child relationship.
• This preserves all context without slowing the investigation.

Notes & Edge Cases

• An issue that appears after the original fix is treated as a new issue, because the original case is already resolved. A new case lets developers track the sequence and identify whether it is a regression or a separate item.
• Closed cases cannot be reopened. Once resolved or closed, a case is locked for tracking. Open a new case instead.
• The same issue on a different policy or quote is a new case. The data or configuration may differ and must be validated individually.
• This applies to both Production and UAT environments.
• If you do not reference the original ticket number, the issue is treated as independent and moves through full triage again, which can extend turnaround time.

Frequently Asked Questions

How do I know if it is a new issue or related to the original ticket?

Once a fix or resolution has been deployed or shared for your original issue, that case is considered resolved. If another issue appears afterward, even if it seems related, it is treated as a new issue and handled independently. We will link the two on our end to capture how we arrived at the secondary issue.

Why is Modular changing this process?

As our customer base grows, our support volume grows too. This structure ensures we can keep delivering the fast turnaround times and high accuracy we are known for. It also prevents one case from becoming overloaded or losing visibility across teams.

Will I need to track both cases?

No. You will continue to receive updates on each case you have submitted. When cases are linked, our internal tracking keeps everything organized. You will always see the full picture in your communications with Support.

Can I add more details to an open case?

Yes, if your update directly relates to the same issue. However, if your update involves a new error, workflow, or scenario, please open a new case so we can route it properly.

What happens if I include multiple issues in one ticket?

If multiple issues are submitted together, our Support team will ask you to separate them into individual cases. This ensures each one is acknowledged, tracked, and handled efficiently. We will guide you through this as you adjust to the updated structure.

What if I am not sure whether it is a new issue or the same one continuing?

When in doubt, open a new case. Our team will assess whether it is connected to an earlier ticket and link it internally if necessary. This ensures your concern is never missed or delayed because it was added to an unrelated thread.

What if my new issue seems to have been caused by the original fix?

That is still considered a new issue because the original case has already been resolved. By opening a new case, our developers can track the sequence of events and identify whether the new behavior is a regression or a separate item.

Can I reopen a closed case instead of opening a new one?

No. Once a case has been marked as resolved or closed, it is locked for tracking purposes. Opening a new case keeps the workflow clean and ensures updates reach the right team quickly.

What if I forget to include the original case number?

If you do not reference the original ticket number, we will treat the issue as independent and unrelated. That means it will move through the full triage process again, which could extend turnaround time.

What if I experience the same issue again on a different policy or quote?

That still counts as a new case. Even if the issue looks identical, it needs to be logged separately because the data, policy setup, or configuration may differ. Each instance must be validated individually to confirm whether it follows the same root cause.

Will this make it harder for me to follow updates?

No. You will receive a unique case number for each issue, and each case will have clear updates. Linked or related tickets will be noted in your communications so you can see how they connect.

Does this apply to both Production and UAT environments?

Yes. Any issue, regardless of the environment where it appears, should follow the same single-issue submission rule. This keeps our internal tracking consistent across all environments and avoids confusion between UAT and live releases.

In Summary

This structure helps us:

• Deliver faster, more accurate resolutions.
• Maintain clear communication for each issue.
• Support our growing customer community without compromising quality.

We appreciate your understanding as we move to this best-practice format. It is designed with your experience in mind, so we can continue providing the fast, reliable service you expect from Modular Solutions.

Need Help?

If you are unsure whether to open a new case or add to an existing one, reach out to our Support team. We will help guide you and make sure it is routed correctly.

Status

Available. Version: published June 2026.