Broadcom Support Portal Case Management Overview

Products

• Support Portal

Issue/Introduction

The Broadcom Support Portal offers a streamlined case management experience, enabling users to efficiently resolve technical and non-technical issues. This guide outlines its key features, helping users quickly find solutions, track support requests, and collaborate with Broadcom support teams.

To access case management and report issues, users need an Enterprise user profile linked to a site ID with active support maintenance for the specific product.

Important Notes:

• Active Support Contract but do not know your Site ID? Refer to Find your Broadcom Support Site ID
• You know the Site ID but no Support Portal Account? Refer to Register for an account on the Broadcom Support Portal and Communities
  
• Basic User Profile? Use your site ID to build your profile; Refer to Using your Broadcom Site ID(s) for full support portal access
  
• Already have Site ID Access but need more? Refer to Adding additional Broadcom Site IDs to an existing profile on the Broadcom Support Portal
  

The Broadcom software Case Management is available to VMware, Mainframe Software, Enterprise Software, Symantec cybersecurity, and Payment Security customers.

Brocade customers can refer to Brocade (BSN) - Creating and Managing Brocade Support Cases

Resolution

Key Features & Improvements

1. Modernized and intuitive user interface.
2. Improved search technology to easily access relevant knowledge base articles.
3. Quick link to easily navigate back to Support Portal home.
4. Ability to flag knowledge base articles as Favourite.
5. Top Rated & Viewed articles widgets.
6. Site alerts to notify the user when their active cases have been updated.
7. Ability to create custom case views.
8. Ability to customize case view columns.

Additional Information

• For answers to frequently asked questions, Refer to Broadcom case management frequently asked questions
  
  
• To troubleshoot access errors within case management, please consult the resources provided below.
   
  • • Updating Support Hours for the Technical support Cases
    • Error: "Grant Not Available. Please contact admin" when accessing Broadcom case management
    • Error: OKTA token is missing, Please contact OKTA admin while accessing the case management

• If you are supported by a certified partner, please consult the Broadcom Partner Support End-Customer Guide for instructions on opening a technical case.
  
  
• If you can access case management but don't see any products in the dropdown for reporting a technical issue, please contact Broadcom Customer Care