Service Virtualization

Expand all | Collapse all

How to escalate a Case in support portal

Jump to Best Answer
  • 1.  How to escalate a Case in support portal

    Posted 09-17-2018 05:55 AM

    Hi, I have raised a Case in support portal and its been almost more than a week but i dont see any solution provided. Could some one please let me know how to escalate or whom to contact. I added couple of comments to the case but there's no reply to my comments. At-least i am expecting a comment saying we are working on the issue or an ETA.

     

    Case Number: 01185994 



  • 2.  Re: How to escalate a Case in support portal

    Posted 09-17-2018 06:23 AM

    Hi Avinash,

     

    I see your ticket in the support database.  It's already a Severity 2 and can't go any higher.  I don't work in support, but I can draw their attention to this posting and hopefully get you an update.

     

    In the meantime, please see if this link helps:

     

    What TLS cipherspecs/ciphersuites are supported when connecting from Oracle Java (non-IBM JRE) to MQ queue manager? - I… 

     

    DevTest, by default, uses the Oracle JVM which seems to have disabled certain cipher suites for security reasons.  The article seems to recommend either 1) configure DevTest to use the IBM JVM, or 2) adjust the runtime settings of the Oracle JVM.

     

    --Mike



  • 3.  Re: How to escalate a Case in support portal

    Posted 09-17-2018 02:21 PM

    Avinash,

     

    Have you seen this Communities Post:

     

    IBM MQ and SSL/TLS 

     

    ~Marcy



  • 4.  Re: How to escalate a Case in support portal

    Posted 09-17-2018 02:22 PM

    I also put a note in your case for the support engineer working with you.



  • 5.  Re: How to escalate a Case in support portal

    Posted 09-18-2018 03:33 AM

    Hi Marcy, Thanks for the reply. 

     

    I have configured the test case as said in link but its not working for the cipher suit. But the same configuration was working for some other cipher suite.



  • 6.  Re: How to escalate a Case in support portal
    Best Answer

    Posted 09-17-2018 05:13 PM

    Please refer to this link for case severity and how to escalate:

     

    Contact CA Support - CA Technologies