Changing the severity of a case on the Broadcom Case Management portal

Products

• Support Portal

Issue/Introduction

A user can change the severity on a case on Broadcom Support Portal : Case Management Portal.

Resolution

Below are the steps to change the severity of the case ::

• Login to the Broadcom Support Portal 

• From My Dashboard click on My cases
  
  
• If the severity is to be changed to 2,3 or 4, click on the pencil icon against the severity and click on green check mark to submit.
  
  
  
• If the severity is changed to Critical - P1,
  
  
  • A message is displayed: "Please note that Priority 1s are reserved for production down issues and requires you to be available to work with the engineer 24/7 until the issue is resolved.”​
    
  • A field asking “Is this a production down” will appear and be required.​ If “No” is selected, a pop-up screen appears that says “Issue has been lowered to P2 for non-production down issues. If needing a P1 for any other reason, please call customer care.https://support.broadcom.com/web/ecx/contact-support” and the case will be set to P2.​
    
  • The Business Impact field becomes required as well.​
    
  • Click on green check mark to submit.
    

 

Additional Information

Should you need any further assistance, contact Broadcom Customer Care