New Opentext Support Forum

[StefanM]

HI there,

has anybody tried to submit a support request since they changed to the new support web site?

If I try to do this I get page with prefilled fields from my account data. If I enter a description I get some hints from the KB that may be related. Then I click "No" this doesn' help me and that I don't need to upload a file but the "Submit" button refuses to get active...

Thanks,
Stefan

SubmitNotActive.jpg

[Dave Rabelink]

Yes, I could create a ticket (on request of OpenText support to test the workflows).
In the end I was also able to close it after support added some dummy info.

I did not click anything (yes/no) on the suggestions while creating the ticket. I saw the list of suggestions but skipped that section and continued filling in the required fields.

Maybe it is me but the layout and ease of use of the webpages overall does not feel efficient. It looks and feels messy.
Also the performance does not help. Clicking items takes long to react.

Also, on everything I do, clicking on sections I get these emails all the time:

Title: Account profile change confirmation
Hello Dave,

Your account profile information has been updated.

If you changed your email address, please note that your user ID is not impacted by the change.

If you have any questions about these changes, please contact your local OpenText Support office.

[Dave Rabelink]

And everything seems to be a knowledgebase article.
The downloads are just a paged KB result list.

I did not find a way to have a "folder" based view where you can easily see all downloads and patches ordered by version.
You can set a filter for a TD version, but IMHO the way this is presented is not very user friendly.

(or maybe I'm getting too old for this "modern" way of presenting data)

OT_Downloads.png

[Dave Rabelink]

Strange, I also lost all my historical support cases.
Last week I saw the complete list and could read them.

Now the list is completely empty and even removing/changing all possible filters they do not show.

[RainerE]

(or maybe I'm getting too old for this "modern" way of presenting data)

Don't you use a smartphone to do your work?
Just a joke!
Same for me.
But not only here. Also at many other internet pages. The layout is designed more and more for Tablets and Smartphones and less for normal PCs. I have a PC with 2 monitors...

Note that OT now has uploaded all TD versions / patches up to TD 7.4.4.

And I'm short before adding opentext.com to my e-mail receiver black list - they are spamming me totally

Regards,
Rainer

[StefanM]

Hi,

I got feedback from my supplier here in Germany.
Submitting tickets seems to be broken or intentionally deactivated. OpenText is ware of the problem and working on it...

Stefan

[RainerE]

Hi,

I'm able to download TD setup files, but download is somehow 'funny' now. I have to open the appropriate KB article. There I have to click on 'Download'. After this something like 'waiting for google.analytics' is displayed in the status bar of my Firefox browser. After some time (a minute or so), the download started as usual.
=> I can download files, but I have to be patient...

Rainer

[Dave Rabelink]

The historical list of support cases is back. That seems to be fixed now.

[RainerE]

I tried to submit a ticket, but I was not able to do so.
The 'Submit' button remained grey (disabled) although I had filled out all fields.
Is anyone able to submit a ticket and if yes, how?

In the ticket the first 4 fields are grey (but filled).
I entered a temporay e-mail and temporary phone number and a short description and choose 'English' as language.
I also tried to leave these fields empty.
I did not enter a partner because I did not know, what to enter here. I tried MD Consulting, but there was no match.
I did attach a file.
But I also tried not to attach a file.
???

Regards,
Rainer

[Harald]

And everything seems to be a knowledgebase article.
The downloads are just a paged KB result list.

I did not find a way to have a "folder" based view where you can easily see all downloads and patches ordered by version.
You can set a filter for a TD version, but IMHO the way this is presented is not very user friendly.

(or maybe I'm getting too old for this "modern" way of presenting data)


OT_Downloads.png

If you use the old link, you get a download site:

Opentext.png

[RainerE]

I've now asked Jean-Marc and Naveen from OT how to open a new technical support case...

[Uwe van der Horst]

My problems are solved now.

I convinced opentext that I have a contract

Finally, there was another hurdle: I have two accounts. Both accounts showed up in the select list, but I couldn't switch from one account to the other. After I selected my second account and clicked "Continue", nothing happened. The trick was: I had to delete my cookies. Now everything works fine, even with cookies.

[RainerE]

Glad to hear that everything is fine for you now.

Deleting browser history and cookies did not help in my case.
I'm still not able to create a new technical support case.
The 'Submit' button remains grey/disabled...


Rainer

[Uwe van der Horst]

I'm still not able to create a new technical support case.
The 'Submit' button remains grey/disabled...

Same here if I click "Get Support" -> "Technical Support case" -> "Start a Request":

Screen Shot 09-26-22 at 08.44 PM.PNG

This opens a formular, the 'Submit' button remains grey/disabled even if I fill out all fields.

Screen Shot 09-26-22 at 08.40 PM.PNG

Strange: On top of the Browser Window I get a message "It seems like all the products are supported by a partner! Please reach out to your partner for technical support. If you are not sure who your partner is, please click HERE to open a general inquiry with OpenText. "

Screen Shot 09-26-22 at 08.45 PM.PNG

If I click "HERE" I get another formular where I can enter Product Line, Sub-Product Line and Application. Doing this, the 'Submit' button is enabled.

Screen Shot 09-26-22 at 08.53 PM.PNG

[RainerE]

Hi Uwe,

I've tried what you describe.
If I click on 'HERE', I can open a general support case.
I've filled out the field you told and entered a text describing my problem.
And I clicked on 'Submit' to create this general support case ticket.
But after this, I'm still not able to create a technical support case ticket.
Are you?
Perhaps my understanding is wrong and I always have to create a general support case ticket...

Rainer