Raising and Managing Support Cases

If you cannot resolve your issue on your own, and you have an active Business Support agreement for your product, you may raise a support case with Customer Care.

Important:

Please report only one problem for each case.
If a solution or workaround has been provided, and you encounter a further problem, open a new case with new details.

This allows us to assign the appropriate engineer to each unique issue, and allows for several engineers to progress cases simultaneously.

Reporting high-and critical-severity issues by phoning Customer Care

For high- and critical-severity issues, meaning either a production system is down or you are experiencing a major feature or function failure, call Micro Focus Customer Care at the appropriate telephone number listed on the Contact Support page.

Reporting new issues via the Support Portal

For low- and medium-severity issues, open the case on the Micro Focus Support Portal page. Detailed instructions can be found here.

Managing existing cases

To manage existing cases:

Log into the Support Portal.
Click Cases on the menu ribbon at the top of page, and then select the class of cases you want to view.
Tip: When viewing the list of support cases, you can use settings and filters to adjust how they are displayed.
On the list of cases, click the Case Number link for the case you want to manage.

Uploading attachments

Before you can upload sample and diagnostic files, you need to get a drop box account user name and password from your Customer Care contact. To do this:

Have the case open in the Support Portal. See Managing existing cases above if you need instructions.
Hover over the name of your contact for the case, which appears under Contact Name at the top of the page.
The contact information appears in a popup.
Contact your contact and obtain a drop-box account user name and password to use for your incident.
On your Case page, click the link under the Exchange files field to invoke the Micro Focus File Transfer Service, and use your drop-box account credentials to upload your files.