Broadcom Support Portal: How Do I open a Support Case?

Products

• Support Portal

Issue/Introduction

How do I open a Support Case ?

How to create a Case with Broadcom Support?

How to create a Technical case?

Resolution

Before you can open or view a support case using Broadcom Support Online, you will need to register and have access to a valid Support Site ID. Processing may take up to 48 hours if access requires approvals to the company's Site for which you are requesting access. To avoid delays and expedite processing it is strongly recommended to register using your corporate email domain. If registering to a company site that is not your own, please provide name and contact person at company that can provide approval for your access. Once registered you can begin using your Support Online account.

 

1. Go to Broadcom Support portal You will see the following page, click on Sign In and log into Broadcom support portal

2. Once you are logged in, select the appropriate product division: 

• Mainframe Software
• Enterprise Software
• Symantec Enterprise Security
• Brocade Products
• Semiconductors
• Broadcom Payment Security

 

3. Click on Case management:

 

Once you click on Case management,  you will see the following options available on the Home page of the Case Management System screen.

4. To create a new case, click on “Create Case”

  

5. Select the product, fill all the required fields and click on submit.

1. It will show the list of products associated to your linked Support Site IDs;
2. For support portal or licensing related issues, select Support portal, Licensing-CA or Licensing-Symantec.

Note: Once the Subject field is completed, a knowledge base pop-up will appear listing search results based on the Product & Subject details

c. Refine the search using the search box, Advanced Search, Filters and Sorting options as needed

d. If a relevant article is found that addresses the case concern, click “I found the answer, Cancel Case” to close the case submission workflow. To return to the case submission workflow click “Still need help, Create Case”.

e. Click the tool tips icon for search tips and the ability to customize your search results page

 

6. After case submission, a case gets created with the case number and other details.

Managing an Existing Case

To manage an existing support case: 

1.    Open the case from the My Open Cases, My Cases or All Cases tab

2.    Select the appropriate button to perform a variety of actions on the case including:

                     •    Add Comment
                     •    File attachment
                     •    Refresh 
                     •    Download PDF
                     •    Download Word
                     •    Raise Management Concern

3.    Users have the ability to edit the Severity, Business Impact and Alternate Contact Details by clicking the pencil icon.

4.    The Unified History, Comments, Knowledge and Related Content tabs at the bottom of the case record. 

If you have any questions or need more details about the case management, please refer our Case Management FAQ guide.

If you need help with any assistance, please contact a Broadcom Customer Care Representative by using the chatbot available on the support portal.

 

Helpful links: 

How to get access to a site id?

How to download the product?