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Opening a Case on CA Support Online

This help file is an overview of the process to open a support case for your CA product on CA Support Online. It is an end-to-end guide that we hope will acquaint long-time users with some features they may not be aware of and will help new users to get the most out of our site.

Case management is available to CA's enterprise customers for products that under an active maintenance agreement. So, before you see the links to Open and View cases, you must log in to CA Support Online. After your successful login, you will see your site ID in the top navigation bar and the Open a Case and View Cases menu in the left navigation as show in Figure 1.

Figure 1: Logged into CA Support Online
Figure 1

Note: The example below shows a user with access to multiple site IDs. Different sites will normally have different products, so be sure you are on the correct site to manage your CA product.

After clicking the Open a Case link in the left navigation, the screen in Figure 2 will display. This is where you will select your product.

Figure 2: Selecting Your Product
Figure 2

Notice the two radio buttons above the product drop-down menu. "All Products" are all entitled products for this site ID. "My Products" is active when a user sets up their personalized list of products that they normally work with in My Account.

Required fields are denoted by the red asterisk.

Products may have one or more components and you must select one. Select the one that most matches the problem in the case you are opening. If you are unsure, most products will have the default component first in the list.

Assign your priority based on the definitions provided.

Fill in the Case Title. The words entered in the title will be used to search our knowledge base, if you have that option selected when submitting your case.

Figure 3 is a continuation of the Open a Case screen.

Figure 3. More - Open a Case Screen
Figure 3

Enter the description of your problem. Again, this can be used to search the knowledge base after submission.

Enter your assessment of the impact of this problem to your business.

Figure 4 is your contact information that will be pre-populated from your CA Support Online user account.

Figure 4. Contact Information and Options
Figure 4

Note the outlined areas:

Customers can store environmental information about their site and product setup including attachments with diagrams or any other helpful information. If there is a site profile attached, you have the option to include it in the case. Visit the Site Profile section from the top menu and click on the Help For Site Profiles link to learn more.

The Preferred Contact Method must be selected for each case. This is your preferred method for the technician to contact you. If you have not already set a default preference, you will be prompted to do so.

The "Search Knowledge Base for this case" check box is set by default. Uncheck the box if you wish to bypass the search.

Figure 5 is the search results for the title and description entered into the new case in the previous pictures.

Figure 5: Open a Case Knowledge Base Search Results
Figure 5

In the above example, the search returned a document that may help to solve the problem or answer the question. The user can then submit the case or cancel it.

Figure 6: Submit or Cancel the Case
Figure 6

The previous case was cancelled. The following examples will be new case created for CA Support Online. Besides products, customers can open cases for issues with Licensing and CA Support Online. They will be in the All Products menu.

Figure 7 shows a new case being opened on CA Support Online. The bottom part of the screen is not displayed.

Figure 7: Open a New Case
Figure 7

After clicking to submit the above case, the following screen in Figure 8 displays showing the case, information entered when opening the case, and multiple tabs with the Activity tab open.

Figure 8: Initial View Case Screen
Figure 8

Clicking on the activity tab will bring up a text box for you to add updates to your case.

Note the 2 area outlined areas:

  • The Change Priority field allows you to both raise and lower the priority of the case. You will be prompted for a reason when making the change.
  • The Change Status field allows you to indicate to CA Support that the case can be closed. If you are viewing a closed case, the Change Status field will reopen the case up to 30 days from when it was closed.

Figure 9 below shows the Summary Tab. Along with summary information, this area could also contain a link to a test fix provided by a technician.

Figure 9: Open a Case, Summary Tab
Figure 9

The Business impact tab, not displayed here, shows the impact that was entered when the case was submitted.

Figure 10 shows the File Attachments tab is where you can download a file provided by a CA technician and you can upload your files to CA to aid in resolving your case.

Figure 10: Open a Case, File Attachments Tab
Figure 10

The following is an overview of using the File Attachments tab information for transferring your files to CA. Note the "Help for Secure File Transfer" link outlined in red. It will bring up a more detailed help file that includes sample JCL for doing batch uploads.

Secure File Transfer and Secure File Storage are used for file attachments for case management. It is not used for normal product and solution downloads from CA.

To transfer files securely, CA customers must use their CA Support Online user ID and password, which you are doing when using case management with the Secure File Transfer clients shown below.

When opening your case, CA automatically creates directories on the secure file server at Figure 11 shows the lower half of the File Attachments tab that provides the instructions and exact path to use for uploading your files.

Figure 11: Attached Files and FTP Instructions
Figure 11

Your same user ID and password is used if you choose to use your own FTP client, batch program, or command-line to directly transfer files via SFTP or FTP.

When clicking "File Transfer Using the Thin Client" as shown in Figure 10, the non-JRE (Java Runtime Environment) client is launched. This would be used if you do cannot run the Java Runtime Environment or if you have a version less than 1.5.

Figure 12 shows the thin client. This client manages your files, however your browser is doing the transfer and the size of the file is subject to the browser limitations. Some browsers, such as Internet Explorer 6 is limited to 2GB for transfer.

Figure 12: Secure File Transfer Thin Client
Figure 12

The thin client allows you to transfer one file at a time. Figure 12 is shown with the files_from_ca directory expanded. To download to your workstation, just click to highlight the file, then click the Download button. You can download from both the files_from_ca and the files_from_customer folder.

Figure 13 shows the top panel being used to select the file that will be uploaded to your case. The files_from_customer folder must be selected.

Figure 13: Uploading With Thin Client
Figure 13

Note: You cannot upload to the files_from_ca folder.

Figure 14 shows both folders expanded and the upload file in the files_from_customer folder.

Figure 14: Thin Client with Both Folders Expanded
Figure 14

If you select "File Transfer Using the Full Feature Client" as shown in Figure 10, and are running a supported version of the Java Runtime Environment (JRE), the full feature Secure File Transfer client will display as in Figure 15.

Figure 15: Full Feature Secure File Transfer Client
Figure 15

The full feature client allows you to click and drag one or more files from your workstation shown in the left panel, to the files_from_customer folder in the right panel.

You also have a Transfer Queue panel where you can select a file to pause, resume or cancel the transfer. And the bottom panel shows the transfer details of the file selected in the transfer queue.

Important: Be sure to drag your file directly over the folder. You should see a green arrow icon pointing to the folder. If you do not drag over the folder, the client thinks you are dragging to the base directory and you will receive a permissions error.

Figure 16 shows the full feature client with a file that completed transferring to the files_from_customer folder.

Figure 16: Full Feature Client Showing File in Queue
Figure 16

The highlighted file has a status of "Finished" and the transfer details display in the lower panel. If multiple files were selected for transfer, all would display in the transfer queue.

As stated earlier, the "Help for Secure File Transfer" document linked to from the File Attachments tab contains more detailed information about using the Secure File Transfer clients as well as examples of batch programs and port information.

Figure 17 below displays the Contact Info tab for your case.

Figure 17: Contact Info Tab
Figure 17

This screen displays the contact information stored for the CA Support Online User ID that opened the case including their preference for being contacted.