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Track and update support tickets

The Support Tickets page in the Event Intelligence System (EIS) lists your support tickets and their status. Use it to open a detailed ticket, follow its progress, and talk to the support team about it.

For a quick question, you can also use the Support button in the top bar. See Contact support.

Before you start​

  • Users with the Administrator user permission see every ticket raised in their account. Other users see the tickets they raised.
  • Your company name, name and email address are taken from your profile. To change them, see Your user profile.

Open the Support Tickets page​

  1. In EIS, go to LearnIT → Support Ticket.

The Support Ticket History list opens on the New tab.

Find a ticket​

  • Select a status tab to see the tickets with that status: New, Assigned, In Progress, Pending Customer, Pending Broadcom, Resolved or Closed.
  • Type in Search tickets... to search by ID, title, product, requester or assignee. Select Clear to remove the search.
  • Use Previous and Next to move between pages.

Each ticket shows its # (ticket number), Title, Type, Product, Severity, Status, Requester and Created date.

Open a new support ticket​

  1. Select Open Support Ticket. The Create Support Ticket page opens.
  2. In Title, summarise the problem.
  3. In Type, choose Issue or Enhancement.
  4. In Product Release, enter the release you're using.
  5. In Product, choose the product.
  6. In Product Component, choose or enter the component.
  7. In Severity, choose Low, Medium, High or Critical.
  8. In Operating System, enter the operating system you're using.
  9. In Business Impact, describe how the problem affects your business.
  10. In Description, describe what you saw and what you expected to see.
  11. Optional: in Steps to Reproduce, list the steps that cause the problem.
  12. Optional: under Upload Documents, add screenshots, logs or other files. Each file can be up to 5 GB.
  13. Select Submit.

What happens next​

The ticket list opens on the New tab, with your ticket in it. The support team reviews the ticket and its status changes as they work on it.

View and update a ticket​

  1. Select the ticket's number or title. The Edit Support Ticket page opens.
  2. Review the details. Ticket ID shows the ticket number, and Broadcom Case # shows Not escalated unless support has escalated the ticket to Broadcom.
  3. Change any details that need updating.
  4. Optional: under Upload Documents, add more files.
  5. Select Update Ticket.

Files already on the ticket are listed under Uploaded Documents. Select a file name to download it, or select the delete button next to it and confirm to remove it.

Add a comment​

The Unified History section on the ticket shows every message about the ticket.

  1. Open the ticket.
  2. In Add Comment, write your message.
  3. Optional: under Attachments, add files. Each file can be up to 5 GB.
  4. Select Send.

Your message appears in Unified History with your name and the time.

Troubleshooting​

MessageWhat to do
Please complete n required fields.Fill in each field marked with an asterisk (*), and Product Component.
Message is required.Write a message in Add Comment before you select Send.
No tickets found for this status.Try another status tab.
No tickets match that search.Try a ticket ID, title, product, requester or assignee.