New Opentext Support Forum

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RainerE
Germany
Posts: 2223
Joined: 27 Apr 2021, 12:40
Location: Germany

New Opentext Support Forum

Post by RainerE » 12 Sep 2022, 13:14

Opentext has move all open tickets (and closed tickets not older than one year) to a new support forum.
Due to this, the old ticket numbers have been converted to new case numbers.
The old ticket numbers are not valid any more.
If you reply to an e-mail which contains the old ticket number in the subjec (e.g. of last week - in my case of friday last week), you need to replace the old ticket number by the new case number. AND you need to remove the text 'OTCS Ticket' from the subject. Otherwise you will get an automated reply that this is not a valid case.
You need to re-register at OT for this, but I believe that all of you have got the appropriate e-mail.
Note, that you will be moved to a login page after doing so, but here, your old password does not work any more. You have to look in your e-mail inbox where OT has sent an e-mail to reset the password. You can use the old password here, if you want. After this, login is possible.

Rainer

Dave Rabelink
Founder/Site Admin
Founder/Site Admin
Netherlands
Posts: 3390
Joined: 24 Feb 2017, 09:12
Location: Gouda, The Netherlands

Re: New Opentext Support Forum

Post by Dave Rabelink » 14 Sep 2022, 13:18

The new portal has all old KnowledgeBase articles, but they also have a new KB number.
But each article has the text "Legacy Article ID" having the old KB number.

I have updated the TD Fixlist so that the old Knowledge Base articles are correctly found.
As the old KB article numbers have been replaced by new ones, the Excel sheet can not directly link to them.

As a workaround, when you click a KB article link it starts a search on the old KB number which will then be displayed.
Regards,
Dave Rabelink

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Dave Rabelink
Founder/Site Admin
Founder/Site Admin
Netherlands
Posts: 3390
Joined: 24 Feb 2017, 09:12
Location: Gouda, The Netherlands

Re: New Opentext Support Forum

Post by Dave Rabelink » 15 Sep 2022, 09:44

I'm unable to find the download section in the new portal.

Anyone?
Regards,
Dave Rabelink

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Articles and information on Team Developer Tips & Tricks Wiki
Download samples, documents and resources from TD Sample Vault
Videos on TDWiki YouTube Channel

Nils Jänicke
Germany
Posts: 423
Joined: 20 Sep 2017, 11:56
Location: Villingen-Schwenningen, Germany

Re: New Opentext Support Forum

Post by Nils Jänicke » 15 Sep 2022, 09:47

I faild to login at the new portal. Seems that opentext does not know me anymore. :evil:

RainerE
Germany
Posts: 2223
Joined: 27 Apr 2021, 12:40
Location: Germany

Re: New Opentext Support Forum

Post by RainerE » 15 Sep 2022, 09:51

I failed to login, but (after this?) automatically got an e-mail to reset my password.
I could use my old password.

Rainer

RainerE
Germany
Posts: 2223
Joined: 27 Apr 2021, 12:40
Location: Germany

Re: New Opentext Support Forum

Post by RainerE » 15 Sep 2022, 10:02

Dave Rabelink wrote:
15 Sep 2022, 09:44
I'm unable to find the download section in the new portal.
Anyone?
No :-(

And if I get e-mails from OT support, some still tell how to use the old MySupport for managing my tickets.
I told this the OT employee twice, but (s)he didn't change it until now.

Rainer

Harald
Germany
Posts: 168
Joined: 30 Mar 2017, 06:16
Location: Rosenheim, Germany

Re: New Opentext Support Forum

Post by Harald » 15 Sep 2022, 12:03

Nils Jänicke wrote:
15 Sep 2022, 09:47
I faild to login at the new portal. Seems that opentext does not know me anymore. :evil:
Same here!

Nils Jänicke
Germany
Posts: 423
Joined: 20 Sep 2017, 11:56
Location: Villingen-Schwenningen, Germany

Re: New Opentext Support Forum

Post by Nils Jänicke » 15 Sep 2022, 13:27

I didn't get any email although I tried all options. :ugeek:

Igor Ivanovic
Site Admin
Site Admin
Croatia
Posts: 1462
Joined: 05 Mar 2017, 12:37
Location: Zagreb, Croatia

Re: New Opentext Support Forum

Post by Igor Ivanovic » 15 Sep 2022, 14:22

Dave Rabelink wrote:
15 Sep 2022, 09:44
I'm unable to find the download section in the new portal.

Anyone?
No download section, no patch, nothing in the resources, just the roadmaps...
Igor Ivanovic
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Uwe van der Horst
Site Admin
Site Admin
Germany
Posts: 609
Joined: 05 Mar 2017, 14:21
Location: Wetter (Ruhr), Germany

Re: New Opentext Support Forum

Post by Uwe van der Horst » 15 Sep 2022, 15:34

I can login, but have no access to Team Developer. I get the message:
Your maintenance renewal for Gupta is expiring on 30/11/2017. Click here to renew.

:x :cry:
Best regards,
Uwe van der Horst
Advo-web GmbH

RainerE
Germany
Posts: 2223
Joined: 27 Apr 2021, 12:40
Location: Germany

Re: New Opentext Support Forum

Post by RainerE » 15 Sep 2022, 16:48

Naveen Kanth from OpenText called me by phone because of my tickets/cases.
In this call, he asked me about my experiences with the new support portal and I told, that I don't like it and that there are many problems with it (which I have and as I have read here).
He told, that OpenText had told the Gupta people that everything will be available what was available in the old MySuport Portal. But now they noticed, that this is not the case. They are working on it.
I also told him, that we and you are no longer able to download TD and/or TD patches. Hi will look at this, too.
But he also said, that they have only limited acces to the support portal. They do not see, what we see. Unbelievable!
He will send me an e-mail when MySupport is working again (or when he thinks or is told, that it is working again).
I will try it and tell you about that.

Gupta is still Gupta :-(

Regards,
Rainer

Igor Ivanovic
Site Admin
Site Admin
Croatia
Posts: 1462
Joined: 05 Mar 2017, 12:37
Location: Zagreb, Croatia

Re: New Opentext Support Forum

Post by Igor Ivanovic » 16 Sep 2022, 09:46

RainerE wrote:
15 Sep 2022, 16:48
Gupta is still Gupta :-(
Well I think this time is "OpenText is still OpenText" :D

BTW, now for every reply to the case I get three (3) emails:
  • The actual reply from support
  • Support case CS000xxxx contains new comments - without the comments included
  • Support case CS000xxxx is awaiting your response
Really annoying! :x
Igor Ivanovic
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thomas.uttendorfer
Site Admin
Site Admin
Germany
Posts: 295
Joined: 05 Mar 2017, 17:19
Location: Munich Germany

Re: New Opentext Support Forum

Post by thomas.uttendorfer » 16 Sep 2022, 13:00

Dave Rabelink wrote:
15 Sep 2022, 09:44
I'm unable to find the download section in the new portal.

Anyone?
Hi Dave,
when I log in it looks like this. Download is at the bottom.
OpenText.png
Regards
Thomas
You do not have the required permissions to view the files attached to this post.
Thomas Uttendorfer
[ frevel & fey ] Software-System GmbH
https://thomasuttendorfer.wordpress.com/

RainerE
Germany
Posts: 2223
Joined: 27 Apr 2021, 12:40
Location: Germany

Re: New Opentext Support Forum

Post by RainerE » 16 Sep 2022, 16:13

Yes, today, this looks like you showed it.
They at OT have added the download possibility last night.
They told me, that currently only TD 7.4.2 is downloadable.
But they are uploding TD 7.4.3 and later, too.

Rainer

Uwe van der Horst
Site Admin
Site Admin
Germany
Posts: 609
Joined: 05 Mar 2017, 14:21
Location: Wetter (Ruhr), Germany

Re: New Opentext Support Forum

Post by Uwe van der Horst » 17 Sep 2022, 07:57

Lucky you, I still don't have access to Team Developer, only SQLBase. My submission to opentext support hasn't been answered for three days now, so I contacted MD Consulting for help.

I got the following answer straight away:
This is the case for all customers at the moment and we don't have access either. We can't even open tickets yet.

OpenText is working hard on a solution.
Best regards,
Uwe van der Horst
Advo-web GmbH

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