How to raise Product License request and Support Portal issues with GCA team in Broadcom support portal.

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Article ID: 145364

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Updated On:

Products

Licensing-CA Support Portal

Issue/Introduction

Customer would need to raise license file or key request for multiple Broadcom Enterprise Software. 
Customer also has got issues with the support portal like download issue, user access related issues, etc.
Most of the time the request raised from support portal gets assigned to the respective product technical support team who is not the concerned team to issue license or resolve issues with support portal.

Cause

In order to help customers faster with their license requests and different processes that needs to be followed to generate the licenses for different products or to help with issues in support portal, Broadcom has allocated a dedicated team(Global Customer Assistance team) that takes care of such issues/requests. 

Each product may have its own requirement/pre-requisite for the GCA team to create the license and they may request for the same. However in order for the support case to reach to GCA team right options need to be selected during the case creation in support portal.

Environment

All Broadcom Enterprise Products

Resolution

When creating a license request case, in the product drop down select LICENSE as the option and provide the Product related information in the subject and description fields. Selecting LICENSE option will make sure that the case goes to GCA team and they are able to process the request.
Similarly for issues faced with support portal, select "Support Portal" as the option in product drop down.

Additional Information

https://community.broadcom.com/mainframesoftware/viewdocument/support-online-case-management?CommunityKey=c475a143-13f8-4809-b469-d8541b80ea91&tab=librarydocuments

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