Frequently asked questions for creating and managing cases on the Broadcom Support portal.
To create a support case, use one of the following options:
Note: Creating cases required a valid Support Site ID.
You can edit the view on the case management portal to apply filters or customize columns. See Creating and customizing case views on the Broadcom case management portal.
Note: The default case view is not editable and will be grayed out.
To view your closed cases on the Broadcom case management portal, create a new view and filter by closed cases. See Creating and customizing case views on the Broadcom case management portal.
You can update an existing case or add case comments through the Broadcom case management portal.
The Unified History and Comments tabs are available at the bottom of the page. Upon submission, a notification is sent to the assigned engineer with an update.
Attaching files to cases
Files can be attached using the file attachment option available within the case on the Broadcom Support portal. To upload or attach the files to a case, see Uploading files to cases on the Broadcom Support portal.
There is no size limit for attaching a file to a case.
To change the severity of a case, log in to the Broadcom case management portal, locate the case, and click the pen icon beside the severity field.
Note: To update a case to a Severity 1, contact Broadcom Customer Care.
If the criticality of your case changes, you can update the severity level either through the Broadcom Support portal or by discussing it with the engineer handling your issue.
If you have a concern on whether your service levels are being met, use the Raise Concern button to notify Broadcom Support Management about your need for increased attention, rather than simply changing the severity level.
Note: This is not intended for Severity 1 escalations.
You may be unable to see a specific case due to one of the following:
Note: Ensure that the email address updated on the case is a registered email address. If not registered, see Registering for an account on the Broadcom Support portal and communities.
You can view the timeline for a case by going to the case itself, and then clicking Unified History in the left menu.
You can add up to three email addresses as alternates to a case. See Adding alternative case contacts on the Broadcom Support portal.
Once a case is closed you cannot re-open it. If necessary, we recommend creating a new case and referencing the old case number.
To request case closure, see Request case closure on the Broadcom case management portal.
Note: This will not close the case. Instead, a notification is sent to have a Broadcom support engineer review and close the case.
To update your contact number:
For further assistance, contact a Broadcom Customer Care representative by using the chatbot available on the Broadcom Support portal, or contact us.