Clarity Support and placeholder cases

Products

• Clarity PPM On Premise
• Clarity PPM SaaS

Issue/Introduction

You would like to open a Support case in advance, in case you have a problem during an activity such as upgrade / migration, or in case something does not work. You don't have full details of the problem and hope to be able to provide this in a few days 

Resolution

• At Broadcom Support, we cannot keep placeholder cases.
  • Unfortunately keeping a case open on hold (just in case you face a problem, or whilst collecting evidence or contacting other teams) is not possible
  • By our process, our Support cases must contain actual details of the issue encountered and be actively worked on
  • Opening a placeholder case will not speed up support team response, and may actually lead to delays
• Once you hit a specific problem, then and only submit a new case with all the details of the actual issue/error you are encountering and we will be more than happy to assist
  • If you face multiple problems, raise one ticket per problem
  • This helps us assist you in a more efficient and timely way, as a new case created with all the details will be directed to the proper team/engineer resource immediately

Broadcom Support recommends you not open cases proactively for your future upgrade or as a placeholder for future problems and questions. Unless previously agreed upon or requested by Broadcom, a case should only be opened as a result of an existing issue or question that can be actively worked on by all parties involved.