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Since the launch of the redesigned Support Central Case Management and Search functionality in December of last year, BMC has been focused on continued improvement based on your feedback. Although a lot of the changes happen behind the scenes, we like to highlight the features that you experience when logging in to bmc.com/support. To that end, we are providing a new Case Management feature in Support Central - a convenient new way to export and print your case list or print individual case details. These updates are already available and provides two features:

      • Exporting and Printing the Case List
      • Printing Individual Case Details

 

Exporting and Printing the Case List

The Export button is feature is available for Cases or Defects / RFEs/ CARs, but does not apply to Historical Cases. In the Case Management section, you can filter the results in your list by Cases by status, all Cases or just their Cases, or by specific criteria. The only filter that does not affect the Export function is Date Range. Click on the “Export” button as seen in the screenshot below to export the cases in your list. All the results in your list will be in included in the Export. This gives you the ability to output a personalized list of the items for either printing or loading into Excel for additional sorting/filtering/etc.

 

Case Magmt Main.png

 

The export page will give you the list of your filtered criteria. You can choose to Print a hardcopy or Export the data to a CSV file. The output produced will contain Case ID, Status, Severity, Subject, Description, Product, Primary Contact, Date Created, Date Last Updated, Support ID, and Account Name. The screenshot below is an example of the list based on you filter choices.   

 

case detail.png

 

Printing Individual Case Details

Another outstanding request from our users is to be able to “print” out a detailed view of individual cases. In some cases there is a lot of detail to go through and some of you prefer either to review that material in hard copy or to create a PDF version of the online case file. To print the details of individual Cases, pull up a Case and you will see a “Printer-Friendly” button at the top right hand side of your screen as seen below.

 

Individual Case.png

 

Clicking the “Printer-Friendly” button will bring you to the print view page, displaying your case details as they will appear in your printout like the screenshot below. Clicking on the “Print” button at the top right side of your screen will send the Case information to your printer or you can choose to save as a PDF.

 

Print Detail.png

 

 

The Print function uses you Browser’s print capabilities. For the best experience with BMC Support Central, we recommend using one of the browsers listed below. While aspects of Support Central may function correctly with other browsers, the site has been tested with, and is fully supported for, only the listed browsers.

      • Microsoft Internet Explorer IE 10 and IE11
      • Mozilla Firefox
      • Google Chrome

 

If you are new to Support Central, please go to our User Guide for more information. We have included some quick links below that will get you started.

Stay tuned to this forum for additional future updates as we continue to try and improve your online experience with Support Central.

How to Register on Support Central

Searching the BMC Knowledge Base

Manage Your Support IDs

Submit and Track Support Cases

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BMC Support upgraded its Search Support feature in late 2015 resulting in over 740,000 knowledge

resources across more than 300 products.  As a result of the upgrade, the monthly search sessions

have doubled. This five-minute video shares tips for searching effectively for the information you need.

 

Blog post.png

One of the goals of the upgrade

was to make search more

versatile so users can easily

navigate the available knowledge

to find a solution. The general

guideline is to enter descriptive

search terms and then add more

details in order to narrow the

search down to the information

that is needed.

 

 

This video demonstrates how to effectively search for:

  • a specific symptom, using the number of results to decide whether to add or remove search terms
  • general information such as best practices, by adding more context and restricting results by product
    name, source, or content type

The video also demonstrates how to use the Partial Match feature described in Support Central Updates .

 

feedback.png

We are constantly looking for ways to improve our

Search capabilities. We want to hear from you about

what works well and what needs to be improved.

Click here and take our Support Central survey.

1. Select “Searching for a solution” as the reason for
    visiting Support Central.

2. Rate how well Support Central meet your needs

    (1 -5 stars).

3. Enter your feedback about Search in the

    “Suggestions for improving the site” field.

4. If you would like a response to your feedback,

    please enter your email address in the last field.

 

 

Stay tuned to this forum for additional future updates as we continue to try and improve your online

experience with Support Central.

John Stalnaker

Support Central Updates

Posted by John Stalnaker Employee Mar 20, 2016
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                                             Case Management

We are introducing an updated design that allows you to quickly locate a single Case, filter a list of Cases down to

those which meet specific criteria, and sort the list of Cases by clicking on the title of the column.

 

To make finding a particular Case easier, we have combined the Open and Closed Case list into a single Case

list. You don’t need to know whether a Case is open or closed to be able to find it. You can also limit the list of

displayed Cases by selecting options which combine to filter the Case list. You can choose to display:

1.png

- Cases you submitted

- All Cases you can see

In combination with
- Only pen cases

- Only Closed cases

- All cases

 

In conjunction with the filtering described above, you can further limit your displayed Cases to those created or
last updated within a date range you select (maximum 90-day span between Start and End dates).
2.png
You may also select a Case attribute from the menu, and enter a term to search for in your filtered Cases.
You may search using:
3.png- Case Number

- Support ID

- Product

- Subject

- Account Name

 

 

If you search for a Case by using the Case ID, none of the filtering above applies – you can just enter

the ID and click the search icon. If you have access to that case ID, it will be displayed without regard

to the other filter selections.

 

Product, Account and Subject searches use “like” matching, so partial search terms can be used.

 

You may sort the Case list by clicking on the header title of any column. The first click sorts that column

ascending, and clicking again reverses the order. It is important to note that when sorting, the entire set

of Cases which meet  your filter criteria is sorted, not just the page currently displayed.

4.png

To improve the responsiveness of the site for you, the Case list is now broken into pages of ten

Cases maximum per page, and a maximum of 10 pages (100 Cases) are retrieved at a time. If

your filter settings give you access to more than 100 Cases, you will see a “Next 100” button in

the page controls at the bottom of the Case list.

5.png

 

                                             Search Capabilities

We also implemented new search capabilities at the end of 2015 to deliver more search results,

more quickly. These new capabilities also search more content including BMC Communities and

online help, return more than one list of results and can filter content by a number of facets.

The new search allows you to select the source of the results like Knowledge Base, Documentation,

Communities, Support Central or All (default).

6.png

Once you have selected the source, you can filter content based on Product Name, File Type and Year.

7.png

You can also sort your results based on Relevance or Date.

8.png

When logging a case on the web, the product, version, and description are used to search for possible

solutions as shown below.

9.png

In the next release of Search, “Partial Match” search will be released. When future searches are executed

with 4 or more search terms, results of 50% or more of the search terms will be matched. For example, if

you search for “agent crash database query”, results which match two or more of the words in the query

will be displayed. Currently, search requires all four words to be in an item before that item will appear in

your search results. Searches with 3 or fewer search terms will continue to look for a match on all terms,

allowing searches for specific technical terms. We will continue to learn and update the search

mechanism to ensure that we will be delivering the right solutions to your problems.


We also want your feedback on the new search engine. Click here to launch our feedback survey. Select

the first option “Searching for a solution” and enter your specific feedback in the text box “Please let us

know if you have any suggestions for improving this site”. If you would like a response to your feedback,

please include your name and email so we can get back to you.

 

If you are new to Support Central, please go to our User Guide for more information. We have included

some quick links below that will get you started.

 

Stay tuned to this forum for additional future updates as we continue to try and improve your online

experience with Support Central.

 

How to Register on Support Central

Searching the BMC Knowledge Base

Manage Your Support IDs

Submit and Track Support Cases

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