case description limit

Hello Charles,

Good day and thanks for reaching out to Sophos Community.

Should you need to send log output to Support you may follow this guide to do so using FTP: https://support.sophos.com/support/s/article/KB-000034094?language=en_US

Many thanks for your time and patience and thank you for choosing Sophos. 

Cheers,

citing logs was just an example at the end. my case report took 1440 characters to describe properly and well formatted so it was easy for an engineer to understand, but I was forced to get the character count under 1024 where it made a lot less sense and was a block of text.

Hello Charles,

The case Subject does have a limit of 255 characters; however, the case description limit is above 32,000 characters. I tested this again and the steps to reproduce a 1000-character limit.

The subject is meant to summarize your issue concisely, while the "steps to reproduce" limit ensures that we receive concise and relevant information about your problem.

Our main goal is to streamline the support process, allowing us to address your concerns swiftly and effectively. While concise steps to reproduce help us grasp the main issue quickly, our dedicated support team is always ready to engage in a detailed discussion and further investigation if needed.

If you see the short limit character limitation in the "Description", this should be investigated, as the limit is 32,000 characters. 

Regards,

screenshot below showing that the pop over case window has a 1024 character limit in the description:

Hello there,

Thank you for the screenshot.

What link are you using to access that portal? It looks very different; the new Support Portal is this.

Regards,

it is the 'create support case' from the dashboard. so where do i find this newer support case experience?

Hello Charles,

Thank you for the info.

You can follow this link https://support.sophos.com/support/s/?language=en_US#t=AllTab&sort=relevancy and click Login; it’ll take you to the Support Portal.

Regards,

ok thank you for the link - i have bookmarked it and will use that from now on. perhaps all that is needed as a feature suggestion then is that the link in that menu goes to this location instead of this older case form.

Hello Charles,

Thank you! I will reach out to the team in charge of this to see if this limit can also be extended to the one in the Support Portal or to redirect users to the Support Portal. 

Regards,