This article describes how to Submit & Track Support Cases in the BMC Customer Support Portal

Version 2
    Share This:

    This document contains official content from the BMC Software Knowledge Base. It is automatically updated when the knowledge article is modified.


    PRODUCT:

    Customer Support Web


    COMPONENT:

    Customer Support Web



    DETAILS:

    Submit & Track Support Cases

    https://www.bmc.com/support/support-central.html => Manage Your Cases => Submit and Manage Cases
    Direct link: https://bmcsites.force.com/casemgmt/sc_CommunityHome

    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:

    User-added image

    Click the Create Case (1) button to create a new Case or the View All Cases (2) button to review every support Case to which 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.

    Create a new Case:

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

    User-added image


    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 as per BMC Support Customer Impact Definitions

    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, select either "My Cases" or "All Cases" if the case was submitted by yourself or by any other member of your team that uses the same Support ID. Select also the "Status" and "Date Range".  

    User-added image

    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 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 or Defects/RFEs/Cars. 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, Submitter) as seen in Figure below:

    User-added image

    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.

    User-added image

    NOTE: Some customer network rules block the technology BMC uses to update Cases via the web. Customers are able to create a Case, just not update it. The fix is to have the customer’s network team remove the authentication requirements for *.bmc.com and *.eloqua.com. Updating a Case as seen as the same as a social media posting by the network rules.

    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 like in Figure below:

    User-added image


    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 Figure is a guide to the additional Case management tools available from this page:

    User-added image

    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:

    User-added image

    Submit & Track Support Cases
    Page 19-24 User Guide: https://www.bmc.com/content/dam/bmc/support/462510_BMC_Support_Central_User_Guide.pdf



     


    Article Number:

    000166396


    Article Type:

    Product/Service Description



      Looking for additional information?    Search BMC Support  or  Browse Knowledge Articles