Broadcom Support Portal Case Management Overview

Products

• Support Portal

Issue/Introduction

The Broadcom Support Portal provides a streamlined case management system designed to resolve both technical and non-technical issues efficiently. This article outlines its key features, allowing users to quickly find solutions, track support requests, and collaborate with Broadcom support teams.

Note: Broadcom Case Management is available to customers of VMware, Mainframe Software, Enterprise Software, Symantec, and Payment Security. Brocade customers should refer to the specific Brocade (BSN) - Creating and Managing Brocade Support Cases documentation.

To access the Case Management and report issues, users must have an Enterprise User profile (User account must be linked to a Site ID with an active support maintenance contract).

Please note the following guidance based on your current status:

• If you have an active support contract but do not know your Site ID: Refer to the Find your Broadcom Support Site ID
• If you have a Site ID but no Support Portal account: Refer to Register for an account on the Broadcom Support Portal and Communities
• Use your Site ID to build your profile and upgrade from a Basic User account to an Enterprise User account: Refer to Using your Broadcom Site ID(s) for full support portal access
• To add more Site IDs to your existing Enterprise User account: Refer to Adding additional Broadcom Site IDs to an existing profile on the Broadcom Support Portal
  

Resolution

Key Features & Improvements

1. Modernized Interface: A more intuitive and updated user interface.
2. Enhanced Search: Improved search technology for easier access to relevant knowledge base articles.
3. Streamlined Navigation: A quick link to return to the Support Portal home page.
4. Favorites: The ability to flag specific knowledge base articles as favorites.
5. Article Widgets: New sections highlighting Top Rated and Top Viewed articles.
6. Site Alerts: Real-time notifications regarding updates to your active cases.
7. Custom Case Views: Feature to create custom case views.
8. Custom Case View Columns: Feature to customize case view columns.

Additional Information

Frequently Asked Questions

For answers to common inquiries, refer to Broadcom case management frequently asked questions

 

Access and Troubleshooting

If you encounter access errors, consult the troubleshooting resources for the following issues: 

• 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

 

Technical Support

• Partner Support: If you are supported by a certified partner, refer to the Broadcom Partner Support End-Customer Guide for instructions on opening a technical support case. For any urgent issues, call Broadcom Partner Support contact information
• Broadcom Support: If you are supported by Broadcom, refer to Creating and managing Broadcom cases for instructions on opening a technical support case. For any urgent issues, call Broadcom Customer Care

 

Product Visibility

If you have access to Case Management but no products appear in the dropdown menu when reporting a technical issue, contact Broadcom Customer Care