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Submit & Track Support Cases

If you have a problem with one of your BMC products, you can submit a case directly to our Technical Support team. Submitting a case from Support Central will make it easy to track the status of your case as it gets resolved.

Whether you need to submit a new case or review your existing ones, the Support Central dashboard is a good starting place.

Fig 17

Click the Submit New Case (1) button to create a new case or the View All Cases (2) button to review every support case you have access, open or closed. Beneath the buttons, you’ll see a list of all of the support cases you currently have open. Click on the Case ID to review or edit an existing case.

Below, you’ll find detailed instructions for creating and managing support cases.

  • Submit a new case

    To create a new case, click the Submit New Case button on the Support Central dashboard. You’ll see the following form. You’ll need to fill out the form with as much information about your case as possible.

    Fig 18

    You’ll see a handful of the fields are mandatory (marked with an *), but it’s useful to fill in as much information as you can, to help our team resolve the case. Here are a couple of things to note:

    1. To locate your product, start typing the name of the product in the field, and you will see a list of matching products. If your product name does not appear, click on the link “Cannot find your product?” for possible reasons, or contact support.

    2. If there’s a particular component of the product that’s causing your case, be sure to select that from the ‘Component’ drop down. Even though it’s not mandatory, it’s very useful for diagnosing the problem.

    3. The ‘Severity’ field is your chance to communicate how big an impact this case is having on your business. The default value is ‘3-Medium,’ but you can adjust according to the urgency of the problem.

    4. In the ‘Contact Method’ field you can specify the method of communication you’d prefer to be contacted at for this case. You can also leave any notes about contacting you in the ‘Contact Instructions’ field.

    5. If you’re having trouble with your product license or password, make sure to tick the check box beside “Please check here if this is a problem with your products license or password”. That will help route your Case to the appropriate people faster.

    6. Choose a support ID from the dropdown list. If you only have one support ID in your profile it will default to this ID.

    7. Finally, if you don’t have all of the details you need in order to submit your case, you can click the Save as Draft button to save your case without submitting it. Later, when you’ve collected the additional information you need, you can come back, finish filling out the form, and submit the completed case.

    Once you have filled in all of the details on your case, hit the SUBMIT button at the bottom of the form to send your case to our support team.

  • View or update existing cases

    To view or update existing support cases, click on the View All Cases button. This will bring you to the Case Management section.

    Fig 19

    If it’s a recent case, it will likely show up on the list on your Support Central dashboard. If that’s the case, just click the Case ID, which will take to a page where you can view and edit that case directly.

    If, however, the case you want to modify doesn’t appear on the dashboard list, click the View All Cases button instead. On this page, you can choose to view only Cases opened by you, or all Cases opened for the support IDs in your profile. You can search for Cases, Defects/RFEs/Cars or Historical Cases. If you have any Cases in Draft status, you will also see Draft Cases.

    When searching Cases, you can filter by My Cases, All Cases, Status (Open, Closed or All) or by the items listed under the Search By dropdown menu (Account Name, Case ID, Product, Subject, Support ID)

    Fig 20

    To edit a case, click on the case number from the results list to open it.
    NOTE: You cannot update a Closed Case. Should you need to re-open a closed case, please call the support line and explain why the case needs to be re-opened.

    To update your case, scroll down to the Case Updates section of the case and enter your update in field, and click Share. You can also post files to your case, or links to relevant sites or documentation.

    Fig 21
  • View Historical Cases

    To view your older cases, click on the Historical Cases link.

    Fig 22

    This will bring you to our Legacy search page where you can search by the case number in the Search by ID field, or by your Support ID, Category, Product or date range in the Detailed Search section

    Fig 23
  • View Defects/RFEs/CARs

    You can view any defects, RFEs or CARs associated with your issues by clicking on the Defects/RFEs/CARs link under Case Management. This will bring you to a page that will display all your defects, RFEs or CARs. To view a defect, click on the Defect number, and it will display the details for you.

    Fig 24
  • Additional Case and Defect Management links

    In the sections above, we’ve covered the most common support case management tasks – creating and editing cases. But there are several other case management tools that can be useful. You can find these under the ‘My Support’ menu, by clicking Case and Defect Management.

    Below is a guide to the additional case management tools available from this page.

    Fig 25

    1 - Open your Case using Email

    Clicking on this link will take you to a set of instructions for creating new support cases via email, rather than via Support Central.

    2 - Product Defects

    Clicking on this link will take you a page where you can search for any known problems with a particular product (which can be useful when troubleshooting problems). You can search for a specific defect, if you know its ID. Otherwise, you can search by product name and version, as well as by keyword. Any defects matching your search will appear in the table below. Select a defect to display the details in the ‘Details’ tab below.

    Fig 26