What's New for September 2008

In September, you will notice several changes to the BMC Customer Support web site, most of which are the direct result of requests from our customers. Over the next several months you will see more enhancements, all with the goal of improving your experience with our Support web site.

The changes coming in September are:
The redundant left navigation panel will be removed from the Knowledge Base Search, Issue submission, and Issue management pages.

The “Return” button will be removed from all forms. You may jump to the Support Central page at any time by clicking “Support” on the navigation menu bar at the top of all forms. Clicking “Close” or “Cancel” on a form will return you to the previous page, similar to using the browser’s “Back” button.

Submitting an Issue

The “Submit New Issue” form will be modified to make all the required fields visible on the first page. Links will be added to give access to the optional data fields.

If you submit an Issue with “Critical” impact selected, you will see a pop-up message explaining the special way critical Issues are handled. The pop-up will give you the option to return to the form and select a different impact, or submit the Issue with Critical impact selected.

If you modify a field on a the New Issue page and attempt to navigate away without saving or submitting, you will see a confirmation pop-up, which will allow you to continue and abandon your changes or return to the form to submit them.

When you click “Submit” on a new Issue, you will still see the pop-up message with the new Issue number. When you click OK in the pop-up, you will be placed in the “Modify Issue” form, with the new Issue loaded. That will allow you to make additional updates, or copy information from the Issue and paste it into other applications. Clicking “Close” on the modify page will return you to Support Central.

Managing Issues

The Support ID field on the Issue Management form will be a drop-down menu, with all the Support ID’s in your profile listed. You can select which ID to use when searching for Issues using this drop-down menu. When submitting a new Issue, your current Primary Support ID will continue to be used. To change your Primary Support ID, click the “Manage Support IDs” link located by the Support ID field.

In the “Show entries for” drop-down menu on the Issue Management form, there will be a new selection for “All My Support ID’s.” Selecting “All My Support ID’s” will display all OPEN Issues, (or Defects, RFEs and CARs) for all the Support IDs’ in your profile.

When viewing the list of your Issues, Defects, RFE’s and CAR’s, double-clicking on one of them will open it in a new window. For Issues, the new window will open non-modally, which means you will still have access to the window displaying the Issues list.

Managing Your Settings

When you modify your Support Profile and click “Save”, you will see a confirmation pop-up message.