Jsmart
11-02-2010, 02:54 PM
Hello,
we have been getting reports that it is unclear how to open tickets in the new CA Support portal. we have the following guidelines to help. Please let us know if you have any questions:
HOW TO LOG AN ISSUE VIA CSO:
1. Log in to CSO with your enterprise user id and password
2. Select Open Case via lefthand menu bar
3. Select Product for which you are reporting an issue
(list of products available includes only those to which the customer has entitlement)
For 3Tera product is listed as "CA 3Tera Applogic"
4. Select Release for which you are reporting an issue (just select something if you are unsure)
5. Select Component (just select something if you are unsure)
6. Select Service Pack (just select something if unsure)
7. Select Operating System (just select linux if you are unsure)
For each of the selections for steps 3-7, the available drop down box populates only after the prior selection is made.
Under CASE INFORMATION
1. Select Priority (defaults to Sev 4; priority definitions are listed)
2. Enter Case Title (subject line for the case – max of 30 characters)
3. Enter meaningful description of the issue including steps to reproduce, expected and actual behaviors, error messages, etc…
4. Enter Business Impact
HIT SUBMIT
The system is designed (defaults) to automatically run a search in our knowledgebase based on the case title entry and will, upon submission, return results for the top three results.
Regards,
Jessie
we have been getting reports that it is unclear how to open tickets in the new CA Support portal. we have the following guidelines to help. Please let us know if you have any questions:
HOW TO LOG AN ISSUE VIA CSO:
1. Log in to CSO with your enterprise user id and password
2. Select Open Case via lefthand menu bar
3. Select Product for which you are reporting an issue
(list of products available includes only those to which the customer has entitlement)
For 3Tera product is listed as "CA 3Tera Applogic"
4. Select Release for which you are reporting an issue (just select something if you are unsure)
5. Select Component (just select something if you are unsure)
6. Select Service Pack (just select something if unsure)
7. Select Operating System (just select linux if you are unsure)
For each of the selections for steps 3-7, the available drop down box populates only after the prior selection is made.
Under CASE INFORMATION
1. Select Priority (defaults to Sev 4; priority definitions are listed)
2. Enter Case Title (subject line for the case – max of 30 characters)
3. Enter meaningful description of the issue including steps to reproduce, expected and actual behaviors, error messages, etc…
4. Enter Business Impact
HIT SUBMIT
The system is designed (defaults) to automatically run a search in our knowledgebase based on the case title entry and will, upon submission, return results for the top three results.
Regards,
Jessie