Creating and managing Broadcom support cases

Products

• Support Portal

Issue/Introduction

Learn how to raise, create or open a case with Broadcom Support, and manage your cases.

• Raise / open / create a case with Broadcom support.
• Case creation on the Wolken case management portal
• Downloading case information in PDF or Word format

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 online account.

IMPORTANT: Disable pop-up blockers for support.broadcom.com to ensure that the Case Management Portal launches successfully. If you are unable to disable pop-up blockers, go to https://ca-broadcom.wolkenservicedesk.com/wolken-support/home

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.
   
   Note: If the case management page does not open due to popup blockers, use the following URL: https://ca-broadcom.wolkenservicedesk.com/wolken-support/home
   
   
   
   
   
4. In the upper-right menu, click Create Case.
   
   
   
   
5. In the Product field, start typing your desired product and make a selection. Products shown are those associated with your linked Support Site IDs.
   
   
   • For support portal issues, select Support portal.
   • For licensing issues, select Licensing-CA or Licensing-Symantec.
     
     
     
     
6. Fill in any additional required fields. Once you complete the Subject field, a knowledge base pop-up appears listing search results based on the Product & Subject details.
   
   
   
   
   1. Refine the search using the search box, Advanced Search, Filters, and Sorting options, as needed
   2. If a relevant article is found that addresses the case concern:
      • Click “I found the answer, Cancel Case” to close the case submission workflow; otherwise:
      • Click “Still need help, Create Case” to return to the case submission workflow.
   3. Click the tool tips icon for search tips and the ability to customize your search results page.
      
      
7. 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

1. To edit the Severity, Business Impact, and Alternate Contact Details, click the pencil icon.
   
   
   
   
2. Find the Unified History, Comments, Knowledge, and Related Content tabs at the bottom of the case record.
   
   

 

Additional Information

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

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