Support cases missing from selection list during file upload - Broadcom Support Portal

Products

• Support Portal & Access Issues

Issue/Introduction

When following the file upload guide (KB 140731), a specific Case ID may be missing from the selection list at Step 6. This typically happens if the user is redirected to a Partner Case Management portal.

Environment

• Broadcom Support Portal
• Broadcom Case Management (Wolken)

Cause

Users with multiple support providers (e.g., Partner Support and Broadcom Support) may be redirected to a Partner portal if they select "Technical" from the dashboard. This prevents cases opened directly with Broadcom Support from appearing in the selection list.

Resolution

To ensure you reach the correct dashboard where Broadcom Support cases are listed:

1. Log in to the Broadcom Support portal.
2. In the Division selection screen (or dropdown after login), select the division that owns the case (e.g., VMware Cloud Foundation or Cyber Security Software etc..)
3. From the dashboard menu, click My Cases.
4. When the pop-up appears with Technical and Non-Technical options:
   • Select Non-Technical.
   • Note: Even for a technical issue, selecting Non-Technical here ensures you are taken to the Broadcom Case Management (Wolken) dashboard. Selecting "Technical" may redirect you to a Partner's system.
5. The Case ID will now be available for selection at Step 6 of the upload process. (KB 140731)

Additional Information

• Uploading files to cases on the Broadcom Support Portal
• SFTP instructions for log upload to the Broadcom Support portal
• Broadcom Case Management FAQ