Opening a case for Endpoint Encryption, Endpoint Protection and other Enterprise Security Solutions

Products

Endpoint Encryption Desktop Email Encryption Drive Encryption Encryption Management Server PGP Command Line PGP Key Mgmt Client Access and CLI API PGP Key Management Server PGP SDK File Share Encryption Gateway Email Encryption

Issue/Introduction

Submitting a case for products that may be similar in naming convention, but are different security solutions, such as Endpoint Protection (SEP) VS Endpoint Encryption can be confusing to know how to log the support case.

To ensure you log the case in the product proper queue and avoid potential delays, this article will provide some guidance on how to log a case with Symantec Security products.

Prerequisites before you can log a support case through the portal: Create a Support Account at the online portal.

See Using your Broadcom Site ID(s) for full support portal access for more details
If the case management page does not open due to popup blockers, use the following URL: https://ca-broadcom.wolkenservicedesk.com/wolken-support/home.

Resolution

Open a case

1. Go to the Support Portal.
2. Click the login option in the top-right corner of the screen.
3. Once you log in, you will see the support portal Dashboard:
4. Click on "My Cases" on the left side of the screen.
5. This will open your Case portal where you can see all your cases. In this example, no cases have ever been created.
6. If you have already logged cases, you'll see your list here and you can click on each case.
7. To open a new case, click on "Create Case" on the top-right corner of your My Cases portal.
8. Once you do this, you'll see the Create Case form.
9. Fill out the form to the best of your knowledge. The most important item here is the "Product" field.
  1. The Product that you choose will determine which Symantec team gets the case.
  2. In the example below, you want to log a case for "Desktop Email Encryption (PGP Desktop, or Symantec Encryption Desktop), so you'll choose the product from the list.
  3. There are other Encryption products to choose from, so choose the one that best meets your needs.
    - If you need assistance with our Symantec Encryption software solutions, submit the case under "Symantec Endpoint Encryption".
    - If you need assistance with Symantec Encryption Management Server (SEMS - PGP Server, PGP Universal Server, PGP Encryption Desktop, or PGP products), choose Encryption Management Server, or "Gateway Email Encryption". Email.cloud is not the correct product for PGP encryption

Important Note: If you own the PGP Encryption Cloud Server, integrated with Email Security.Cloud (ESS), choose "Gateway Email Encryption" as the product when you submit for the request to go to the proper PGP Support team.

Logging a Case for other Security Products

Altiris\IT Management Suite\Endpoint Management: Choose the product "Client Management Suite" or "Endpoint Management" as the product.
Symantec Antivirus software, and/or Symantec Endpoint Protection applications, or SEPM: Choose "Symantec Endpoint Protection".
Symantec Phishing protection or "Phishing security": Choose "Symantec Email Security.cloud" or "Email.cloud" when you log a case.
Symantec Email Security.cloud/Message Labs: Choose Email Security.cloud.
Symantec Messaging Gateway (SMG/ On-Prem Solution) : Choose Symantec Messaging Gateway.
"Service Virtualization": Choose "SV" or "Service Virtualization".

Additional Information

If your SiteID is expired, or does not list the Symantec Endpoint Encryption or Symantec Endpoint Protection products (or any other products you would expect to see), Contact Support for further assistance.
See: Changing the severity of your Broadcom support case for definitions of each severity along with how to set the priority of your case.