Process for Accessing the Broadcom Support Portal to Raise Support Cases for customers with Broadcom Clarity SaaS Single Sign-On (SSO) enabled

Products

• Clarity PPM SaaS

Issue/Introduction

For customers using Broadcom Clarity SaaS with Single Sign-On (SSO) enabled, the following outlines the steps to access the Broadcom Support Portal for submitting support cases.

• Open a web browser, authenticate Broadcom Clarity SaaS instance through the Single Sign-On (SSO) process
• Using the same web browser, open a new tab and navigate to the Broadcom Support Portal

Information about Federated User Flow v/s Non Federates User Flow

• Federated User's Flow : "Federated Users" refers to users who are authenticated and authorized by a separate identity provider (IdP) but are able to access resources in a different system or organization.

• For a  federated user in order to access the Broadcom Clarity SaaS instance, the user must have an active status in Clarity and successfully authenticate through the Single Sign-On (SSO) federated flow.
  
  • To submit support cases through the Broadcom Support Portal, users must have full access to the Broadcom Support Portal. Additional details can be found in the reference articles below
  • Find your Broadcom Support Site ID
  • Using your Broadcom Site ID(s) for full support portal access

• Non Federated User's Flow: "Non-federated users" are directly managed by the Service Provider's own identity management system. This means the Service Provider handles their authentication, authorization, and user data.

• For a non- federated user in order to access the Broadcom Clarity SaaS instance, the user must have an active status in Clarity and successfully authenticate through the non federated flow as documented.
  • A non federated user should be logging to Broadcom Support Portal using basic authentication by providing the user name and password, followed by multi factor authentication, and the user doesn't need to login to Broadcom Clarity SaaS Instance prior to login to Broadcom Support Portal as mandated for federated user above. 

 

If you continue to experience issues logging into Broadcom Support Portal after following the above mentioned information, please don’t hesitate to contact us for further assistance

Environment

All Supported Clarity Version

Resolution

Informational Document