New Opentext Support Forum

[Uwe van der Horst]

Hi Rainer,

no, I didn't try to submit because I don't have anything to report at the moment.

Sorry that I could not help.

[RainerE]

Hi Uwe,

thanks anyway.

I've created a general ticket at OT, directly wrote to an OT support employee.
And I've asked MD Consulting, the german Gupta/OT partner.
They told that they had massive problems, too. They are able to use the new support portal since Friday last week.
They told, that there are different application where OT offers technical support.
For some products it is required to open the support case via a partner.
For other products -like Gupta TD- the end users can directly open support cases.
Seems, that this is wrong configured at OT for Gupta TD.

I will inform you all, if I'm able to open a support ticket and what I needed to do to get this enabled.

Regards,
Rainer

[aspurga]

Hi,

Last week I opened a new Technical Support Case CS0009163 Tool bar anchoring issue without any problems. Yesterday got a ONEOFF744.2.

Arunas

[RainerE]

Just for information:

I'm still not able to open a technical support request case.
The answer to my general support case asking OpenText how to open a technical support case is:

Hello Rainer, There have been some changes in the portal in the past weeks while we update to the new Service page. The problem you are describing is currently widespread and may affect multiple users. Our engineering team is working to find a fix for it to enable easy access to our partners and customers. We have been given no time frame unfortunately when we can expect a resolution.

Rainer

[Igor Ivanovic]

The new Support portal is still a mess.
I don't have the downloads and patches section, can't find the roadmaps anymore.
The known errors made me laugh, the newest one is 4 years old - no known errors recently...

Just my rant.

[Giorgio Bravi]

I am glad that at least this forum is working very well. In fact, I found almost all of the support I needed here with great competence.
I would suggest creating an area where to put the versions for all products and related OneOffs, perhaps documenting them with some operational notes.
I still do not understand why they should not be made public but only obtainable on request.
That is until the official support forum starts working as it should again

[Uwe van der Horst]

I still can't create a technical case. I still get the message "It seems all products are supported by a partner." I opened a general case for this about a month ago.

I've already got several suggested solutions with "try this, try that". I asked to escalate to management. Still no solution

The support contract was in fact concluded with MD Consulting. There are probably several (all?) customers affected. But even with the help of MDC and sending my access data to OT support for my account, it is probably too difficult to turn off the message. It's a disaster.

[RainerE]

I have the same problems!
I have an open support ticket at OpenText for this.
I have directly contacted Naveen Kanth Dasari from OpenText for this several times (If I have an urgend ticket request, he can open it for me).
I have also directly contacted Marc Gemperle from OpenText for this.
=> No solution

I will contact both Ines Piech from the Munich OpenText Office and MD Consulting soon...

Regards,
Rainer

[RainerE]

OpenText now told me, that the problem should be fixed now. I shall test it with 2 browsers and use Edge and Chrome. I normally use Firefox.
I will try this next week…
Regards, Rainer

[Uwe van der Horst]

I'd bet a small beer that it won't work.

[RainerE]

A small beer please

I did not submit the case, because I'm not at work and do not have the problem details (of ACA with own functions/classes in modal dialogs or forms) available.
But the message telling to use a partner instead is gone and the submit button is blue (instead grey).
So there's a good chance to use MySupport again (after 2 month of not beeing able to use it).
I will do a complete test next week.
My case number was CS0012349. Perhaps you want to refer to it...

Regards,
Rainer

[Uwe van der Horst]

You are lucky. Beer and support. Thanks for the case number, I will fight again.

[RainerE]

Jfyi: It works: I opened a new technical support case

Regards,
Rainer

[Uwe van der Horst]

Thanks. Nothing new here I have contacted my old friends, (e.g. MD Consulting, JMG, Ines Piech) and linked your case to my ticket. Nothing happened.
Do you have a special "Standard Support für Team Developer Single Named Contact" like me or OT protect support/GLS?

[RainerE]

Hi Uwe,

I asked my boss and he told, that we do not have something special.
We have 3 TD licenses and 3 GLS contracts.
We bought everything at MD Consulting.