In my case one of the techs that I worked with reported a problem that indicated an RMA should be issued but the tech wasn't the owner of the case so he couldn't issue an RMA. It would also be nice if the RMA device came preloaded with the proper configuration to make the swap more seamless. The method I used was a little cumbersome and some non-essential details weren't copied over. An example of such is name of the device and notes in the appliance status page.
Customer support service by UserEcho