Creating and managing Broadcom support cases

Products

• Support Portal
• Support Portal & Access Issues
• VMware vSphere ESXi
• VMware vCenter Server
• VMware Fusion 13.x Pro
• VMware Fusion Pro 7.x
• VMware vSAN
• VMware vSAN 6.x
• VMware vSAN 7.x
• VMware vSAN 8.x

Issue/Introduction

Learn how to open and manage cases with Broadcom Support for the following:

• CA
• Carbon Black
• Mainframe software
• Symantec
• Tanzu
• VMware
• Software Defined Edge (SDE)
• GCA (Global Customer Care)

Note:

• Before Opening or Viewing Cases - You 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 - We strongly recommend registering using your corporate email domain. If registering to a company site that is not your own, please provide the name and contact person at the company that can provide approval for your access. Once registered, you can begin using your Broadcom Support account.

Go to the Broadcom Partner Support End-Customer Guide if the Broadcom products & services were purchased through a Certified Broadcom Support Partner.

Resolution

Table of Contents

• Creating cases
• Managing cases

Creating cases

To create or open a case:

1. Go to the Broadcom Support Portal.
2. In the upper-right menu, click Login.
   
   
   
   
3. In the left menu, click My Cases. The case management page opens.
   
   
   
   
   
4. In the upper-right menu, click Create Case.
   
   
   
   
   
   
5. Update all the necessary fields to create a case

NOTE: You can update the "Work Location" from "Manage Your Profile" to set the region for the desired support business hours.

1. 1. Select the case type according to the issue: Technical or Non-Technical
   2. The Product can be selected from the drop-down, it will provide the entitled product list associated with the Site id.
      • Broadcom Federal customers please reference Creating Federal Broadcom Technical Support Cases
   3. Users can select the priority in this field, if selecting P1, users must update the business impact field to capture the production down status.
   4. You can also update the search box and the filters in the search box.
   5. Click Submit. After case submission, a case is created with the case number and other case details.
      
      

Managing cases

To manage an existing support case:

1. Go to the Broadcom Support Portal.
2. In the upper-right menu, click Login.
3. In the left menu, click My Cases. The case management page opens.
4. Access cases from the My Open Cases, My Cases, or All Cases tab.
5. Select the appropriate button to perform a variety of actions on the case including:
   • Add Comment
   • File attachment
   • Refresh
   • Download PDF (Use this option to download the case information PDF)
   • Download Word  (Use this option to download the case information in Word format)
   • Raise Management Concern
     

     

6. To edit the Severity, Business Impact, click the pencil icon.
   
   
   
   
7. Find the Unified History, Comments, Knowledge, and Related Content tabs at the bottom of the case record.

    

Additional Information

This includes:

• Raise / open / create / file / log / submit new cases, tickets, service or support requests (SR) with the Broadcom support ticketing center.
• Case creation on the Wolken case management portal
• Downloading case information in PDF or Word format
• Technical and non-technical cases
• Manage or close / cancel cases
• Manage proactive cases

For additional information, see the Broadcom case management FAQ guide.

For further assistance, contact Broadcom Support using our chatbot or other support options.