[My 14th Wish] is create troubleshooting case from every SR. I think that a case database should be created from every SR form iCare system. Because most of engineers do not create a case on support web site from the problems they met in routine work. But from iCare database it is easy to create troubleshooting cases database on Support Web Site. Just need to copy problem description and problem solution. It will be very useful.

This will breach customers confidentiality. Because problem description has customer name.

very good & keep it up...