Model Case Management on ESRI Support

For all technical support cases in ESRI, there is a complete history of not only the user questions/attachements, but also any technicial followup communications as well as the final resolution. This latter part - the email communications and solution - are very critical. Many times I have run across a similar or identical problem I've had a case for previously, but all I can see is my original question and uploads/comments. If the process and answer are well documented with the case, this will save time and avoid submission of new cases.