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Support portal login

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  • 1.  Support portal login

    Posted 07-18-2019 01:03 PM
    Before the "Broadcom" migration, I believe any user was able to just click on the "support" link at the bottom of any Rally page and create a case.
    But now, when a user clicks on the "support" link, it directs them to a page on which they have to click on "Support portal login" first.
    This then takes them to to another Broadcom login page that says "external user id", and "external pwd". 
    At this stage, it doesn't even allow to login using their regular Rally credentials. They probably have to create a new account?

    This is extremely tedious and time consuming. 

    Is there some other/better way they should be trying to access 'case management' in Rally? 

    Regards,
    Nivi


  • 2.  RE: Support portal login
    Best Answer

    Posted 07-18-2019 05:57 PM
    Hi @NIVEDITHA GADAMCHETTY

    Yep, since the transition to new systems, the functionality to allow users to automagically login to the support portal was not able to be migrated. Right now, users would need to create a separate account for accessing the support portal. Alternatively, users can contact Global Customer Assistance at 1-800-225-5224 to submit a case as well as help with registration.

    It certainly is tedious and time-consuming, and we definitely appreciate your teams' patience with it! We are looking forward to re-implementing the shared-login functionality with future updates to our support systems.

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    John Streeter
    Customer Support Lead | ITSM & Rally Software
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  • 3.  RE: Support portal login

    Posted 07-24-2019 11:48 AM
    Thanks for the update John. I look forward to it. Is there any timeline on the shared-login functionality?


  • 4.  RE: Support portal login

    Posted 07-24-2019 01:08 PM
    Not yet, but we'll definitely be sharing more as we get closer!

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    John Streeter
    Customer Support Lead | ITSM & Rally Software
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