Broadcom Customer Care

It has been fixed for me with IE 11

Hi Remko,

Thanks for your reply and screenshot. I have just been informed that the problem with IE should be resolved and you should also be able to access from IE without any issues.

Thanks,

Elke

Hi Elke,

Same problem here. It seems we have an outdated version of Internet Explorer (11), that does not work with the new Portal... Once I switch to Google Chrome, every seems to work ok.

Looks something like this:

Greetings,

Remko

Hi Chris,

This week we have received similar reports of other users. Could you tell me if you are getting a specific error message and could you send me a screenshot of what you see?

This would help to investigate the possible cause.

Thanks,

Elke

I don't know about Netegrity, I'd prefer to have TCC back - at least you could find things on that. (Currently I can't even logon to this Fine Piece Of Software, which is going to make my day such a joy.)

Congratulations CA, it has been 25 yrs of Internet and you still have not figured out Download and Search. No rush, anytime before I retire    Suggestion: bring the good old Netegrity portal back.

I was a beta-tester and communicated this concern multiple times, to no avail, sadly.

Consider that today there are CA software PRODUCTs (families) with multiple COMPONENTs and those COMPONENTs are not necessarily supported by one team/CA-office...some of that "history" dates backwards more than a decade where in CA's internal-system TOPS, the licensing has moved a product up-the-chain but CA has not taken time/effort to divorce the CA SMF DIRECTOR software from its predecessor CA JARS FAMILY association.

Same for CA MICS - there are 20+ components that need identification when a SUPPORT case is opened.

I clearly explained this and have done so with previous beta-initiatives where it was discussed about collapsing PRODUCT/COMPONENT, to who's benefit is beyond evidence.

Now CA tech teams and clients/users/admins must deal with this decision.

And it goes beyond this one DEFECT, as listed below:

-- cannot click thru to a SOLUTION (message received consistently, INVALID APAR).

-- replacement CA FILE MANAGER used with CSO-replacement broken.

-- VIEW-CASE opens in same browser window, not a new window as before.

-- no longer able to PRINT case details (consider that was just added in the last year or less!)

Trust me that my "CSO-replacement experience" is unsatisfactory and has become a time-waster.  And we have made every effort to communicate to CA-internal personnel, without much assurance that these concerns are going to be addressed anytime soon!

Scott Barry

SBBWorks, Inc.

What happened to bookmarks (on cases)?

Note: What I'd really like to be able to do is "watch" a case (opened by someone else) so that I get notifications of activity just like if I had been the one to open the case.

Hi Scott,

The intent behind this change was to improve the experience for our customers and not expose them to the level of detail that can sometimes be confusing if you don't know the products and components. I would suggest possibly seeing how this new process works and if your cases are adversely impacted or not. We are focussed on improving the Customer Experience so if you feel this is problematic, please leverage the Ideation area on this Customer Care Community to make recommendation.

Regards,

Colleen

It's unfortunate to see the CA PRODUCT / COMPONENT hierarchy collapsed/removed with the CSO-replacement over the weekend, even though very detailed feedback was provided by early-testers (client/user side).....  Consider that this change is going to be impactful, not just to the client/user community of CSO but also the CA technical support staff which now must often review case-update text/content in order to identify the particular CA "component" associated with a case within the "product family".

Scott Barry

SBBWorks, Inc.

> If I know the number of a closed case, will I be able to see the case detail for longer than 30 days?

Yes.There is no change to being able to see your issue history - all of the issue notes and so on:

   "Yes. Access to the case files will follow the same time frame as current system."

As to the file attachments, I would read that as being a minimum automatic retention period, just as currently.

Kyle_R.

I currently have access to cases, along with their attachments, opened, and presumably closed, as far back as 2014 although a number appear to be missing.  I would prefer a longer history as many of the answers do not make it into CA documentation leaving the case as the only source of the information about the issue. 

If I know the number of a closed case, will I be able to see the case detail for longer than 30 days?

Yes it will. Additionally more than likely we will also share this within event in the other product communities as well. We are in the midst of planning this activity post go live.

Thank you for your questions. Good stuff!!

Thanks, will the webcast & office hours schedule be posted in the customer care community?

Hi Phil,

Good question. So we are planning a Webcast after we go live where folks can listen and ask questions on the Chat. Similarly but with no audio, the office hours we will have folks available to answer live questions related to the support portal roll out.

Regards,

Colleen

Can you please tell me how the "office hours" program works?   

Hi Phil,

Yes. There will be some additional videos coming soon to highlight the updates being made. We will also be holding some office hours right after we launch to answer any questions.

Regards,

Colleen

Hi Colleen, Is there going to be a pesentation/video to review the changes?  Thanks, Phil