Difference between revisions of "Open a Support Incident"

Latest revision as of 02:40, 27 February 2015

If you have a question or issue regarding the platform, open a Support Incident to get answers. To submit a Support Incident, please use our directory to find local and toll-free support numbers for your country and give us a call, or open a Support Incident online using the eService section of Empower. If you are new to Empower, request an account now.

Note:

When you click Contact Support, you are taken to the Empower site.
Accounts created prior to March, 2015 also see a Historical Cases link, for old support cases.

@@ Line 1: / Line 1: @@
-If you have a question or issue regarding the platform, File a Support Case to get answers:
+If you have a question or issue regarding the platform, open a Support Incident to get answers. To submit a Support Incident, please use our [https://empower.softwareag.com/public_directory.asp directory] to find local and toll-free support numbers for your country and give us a call, or open a Support Incident online using the '''eService''' section of [http://empower.softwareag.com/ Empower]. If you are new to Empower, [https://empower.softwareag.com/register/ request an account] now.
-[[File:Fileasupportcase.gif|right|thumb]]To Add and Submit a Support Case:
+{{Note|
-#From any page, click the [Support] link; The Case view is displayed
+* When you click '''Contact Support''', you are taken to the [http://empower.softwareag.com/ Empower] site.
-#Click the '''[New Support Case]''' button
+* Accounts created prior to March, 2015 also see a '''Historical Cases''' link, for old support cases.}}
-#In the Basic Information section, complete the following information:
-#;Subject:Enter a description of the issue
-#;Contact Phone No.:A telephone number where you can be reached
-#;Case Type:The type of case you would like to submit; Choose one of the options in the list
-#:*Issue – If there is an error or inaccurate content
-#:*Change Request – A change you would like to see in our documentation
-#:*Feature Request – A change you would like to see in the user interface or functionality
-#:*Question – Any question you have about the documentation or instructions in the user interface
-#In the Description section, complete the following information:
-#:Enter a Description of the problem, issue, feature request, or question (based on the Case Type you selected)
-#Optionally, attach a file to the record:
-#:Click the '''[Choose File]''' button to open a window to your local disk drive; Navigate to the file folder and select a file to attach to the case, and enter a descriptive title for the file
-#Optionally, complete the information in the Notifications section:
-#:To notify other members of your team about your support case, click the Lookup [[File:lookupicon.gif]] icon to select Additional Users to Notify
-#Click '''[Save]''' to submit the case
-==Options==
-After filing a support case, these actions become available:
-:[[File:Supportcase-access.gif|none|thumb]]
-* '''[Add Comment]''' - Add additional comments about the case to assist the Support Team in resolving the issue
-* '''[Close Case]''' - When the issue or question is resolved, the case should be closed
-* '''[Grant/Revoke Access]''' - Help the Support Team to diagnose an issue; Grant access to your records for a limited period of time
-:::''Grant or revoke access to your data''
-:::[[File:Supportcase-grant.gif|none|thumb]]
-* '''[Back]''' - Return to the previous page

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Difference between revisions of "Open a Support Incident"

Latest revision as of 02:40, 27 February 2015