On August 27, SAS Technical Support will begin using a new release of its internal problem-tracking system for US customers. (The system will be rolled out for international use at a date to be announced later.) While most of the updates to the tracking system will be transparent to customers, the format for tracking-entry numbers has changed. As a result, you might see two different formats for awhile.
Already-existing problems will maintain the old, 9-digit format (a prefix of two alphabetic characters followed by seven numeric digits).
Example: us1234567
Problems that are submitted as of August 27 will be tracked with a new numbering format: 10 numeric digits that always begin with the prefix ’76'.
Example: 7623456789
Here's a bit of trivia for the curious mind! The prefix '76' represents the year that SAS was incorporated!
Note: For more efficient handling and quicker response time, be sure to enter the tracking-entry number in the subject line of e-mail messages exactly as you receive it (without any spaces or underscores). Also note that, for a temporary period, when you use the automated telephone system and enter a tracking number that is in the new 10 numeric digit format, you will be directed to the switchboard operator instead of the Technical Support staff that is assigned to that track.
The SAS Technical Support Form (http://support.sas.com/ctx/supportform/index.jsp) will not change. The only other difference you might notice is a slight change in the format of e-mail messages. However, the content in the messages will be the same as in the old format.
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