CA Technologies has deployed a new Proactive Notification subscription process for CA enterprise distributed products on July19, 2014. This new process will deliver critical, advisory, and product update messages to subscribers.
Long overdue. Here's to hoping the system works correctly.
Thanks for sharing this with the communities Sue!
I get an error that I do not have the proper access. Following step by step, I don't have the Subscriptions Nav item either.
Thank you for your feedback. Please be sure that you are logged into Support Online and that you are a CA enterpise product user.
Received 'portal runtime error' while following instructions. Now, if I leave the page and return, the same 'portal runtime error' message displays.
Please try to subscribe once again. You should no longer encounter this error. If you are still having a problem please create a Support Online case in order for Support to further review this issue. Thanks.
Tried today, after getting your email from 8/2. Seems to be working - no error messages. Just need to receive my first 'proactive notification' to confirm that it's working completely, start to finish.
For now, good to go. Thank you.
Same error for me. This should haven thoroughly tested.
Seems the list is still limited to 33 items (as it was 3 years ago):
Quite hard to subsricbe if you have many of them.
Wow, I have over 150(guessing) entries and all were checked so I had to "uncheck" a lot since I want about 15 products.
I get the same error message as Dale Stockman .
Works like a charm! I like it. Now let's see what it'll bring in the near future.
I am getting the following message when I add clarity ppm to the product list and subscribe there.
I received the same exact error as Joseph when trying to subscribe to the Clarity products.
Unfortunately I can only see MyCA and Support Online!
Can you elaborate or post a screenshot. I am not sure I can picture what you are seeing. Thanks!
I have the same issue. Apparently it uses the CA support info to determine which products you have, and it seems like I have to contact our account team again since our maintenance agreement has disappeared from the system or is under the wrong account (again).
It seems like we are unable to subscribe to Spectrum notifications because we get support from a CA partner. Apparently the policy has changed and our site-id no longer has access to any Spectrum resources, both downloads for product updates and these notifications and alerts, because of that. If we are Spectrum users, why can't we register for the Spectrum alerts?
You are correct in that the site id must have active maintenance in order to subscribe. Since you receive support through a partner, which would include applying any necessary fixes, upgrades, etc, then the partner should ensure they receive proactive notifications on your behalf.
AndyChapman: thanks for your comments. Initially I thought this was an oversight when the choice was made to use the support platform to publish this information. But now it sounds like it was a conscious decision to not make these notifications available to a specific group of customers. That makes me feel even more like a 3rd rank CA customer than I already did. CA is the only company where we have this issue. With every other software (or hardware) company we have access to online resources like driver updates, patches, hotfixes, new releases, newsletters, notifications etc... The only thing we can't do is open a support case directly with those companies because we have a contract with a partner for that. I don't see the harm in giving paying customers access to these online resources. The whole system is in place, and all it would cost CA is some extra bandwidth. Any issues should be dealt with by the CA partner, so it won't cost CA any additional effort. As far as I know there even is (or was) a system in place so the partner can manage the customer account and decide who can have access to what. This and other recent developments are making us question more and more if CA is still the right choice for us. The general feeling is starting to be that CA is not interested in us "small customers" and instead focus all their effort on the mega companies where they can score the big deals...
We also discussed this issue in our community board meeting yesterday (with CA), so I hope that there will still be a follow up on this and that CA changes it's policy so at least all customers can get the notifications. And preferably we would of course like to have full access to the online customer resources like every other company does. I think this not only makes our life easier, but also the life of the CA partners who now have to set up their own notification system to forward the CA notifications to us 3rd class customers.
Kyle_R: I wouldn't call this resolved, but I guess that's the only status you can use to close out an action item...
Let me assure you that it was not our intention to treat any portion of our customer base unfairly. The subscription portion of this system has been in place for hypers for many years and was only updated to include the extra types. While we have many partners that do provide full support, we also have other types of partnerships. It is probably best to understand your personal situation more fully in order to find a method that will best meet your particular needs. I will reach out directly to obtain more information.
Portal runtime error.An exception occurred while processing your request. Send the exception ID to your portal administrator.Exception ID:
Refer to the log file for details about this
For anyone that has experienced Portal Runtime errors...We have been able to reproduce the issue and an internal ticket has been raised to address this problem. We hope to address this issue as soon as possible. I apologize for any inconvenience anyone has encountered as a result of this problem. I will reply back to inform when this problem has been resolved. Again, sorry for any inconvenience.
The following is an update regarding the Portal Runtime errors that some individuals are experiencing:
Development has identified the problem and fix for this issue is planned for later this week.
Once I get an exact confirmation of when the fix will be rolled out I will inform everyone of the exact date.
Thank you for you patience while we address this problem.
Could you describe the problem more in detail as it does not seem to happen to all users.
The problem is specific to certain products selected for subscription. The Portal Runtime error is encountered when a user happens to select a product that has been configured in a certain way that unfortunately generates this issue. The fix for this issue will address all products configured in this fashion.
I am happy to inform the resolution for the Portal Runtime error will be deployed into production tomorrow night (8/1/14). By Saturday (8/2/14) users who have encountered this problem should no longer experience this issue. I again apologize for any inconvenience.
The fix for the Portal Runtime error has now been rolled into production. Users who have encountered this issue should no longer see this error.
I am nt able to find CA CSM under Product list. Please help.
Hi Anita, can you indicate the full name of the product you are referring to?
Its Cloud Service Management
Hi Anita - From what I understand Cloud Service Management isn't a part of this as they use a different support system at this time. Eventually everyone will be on the same system.
Chris – does anyone know how to Unfollow a discussion?
I've written up a post on this here.
Tip: How to "Stop Following" a Discussion.
Kyle – thanks for responding. The link that was sent simply goes to the community to allow me to post a question. There is no content. That may be what you intended – i.e. use the community tool to post a question rather than harass Chris, and I will do so…but I could not reach any specific document from the link with either of two different browsers.
No, no trick - the link should work for you. Urmas reported that he was logged in and he could get access to it.
In short, the post says to go to this thread in the original Place's Discussion list where it was posted, look to the right for the gear symbol and click "Stop Following.
Of course, this is hijacking this thread, so perhaps see if you can get to my link, or else start another post for this topic at The Water Cooler.
I have not seen a gear icon in any view for the discussions. However, I located a Follow tab that seems to have the ability to “unfollow”, and I am using that, and it seems to be effective. That has resolved the clogging of my email on the assorted follow-up comments in the discussion threads.
I still have the core issue open – when I attempted to subscribe to the notifications as described in the released document, I got a portal error, and that has locked up my ability to add or modify any notification subscriptions. I have an open case with support on that issue, and they are still working on it.
Thanks for the follow-up to me on the discussion threads.
Very nice and useful feature of CA Support, few side remarks:
- We should better test before releasing - I got the same error as mentioned before which is a very bad First Time user experience that immediately damages trust.
- The list of product variants for one Product, i.e CA Clarity is huge... so huge that I'm convinced that customers get confused and don't know what to select, the list must be limited and clear. having so much options just increases the risk for selecting the wrong entry, not being informed while counting on it and ... getting frustrated... which is exactly what we don not want.
Everything worked fine for me, not I don't have a huge subscription list
This issue is not fixed yet ?
The link to "How to unfollow..." works OK for me when I am logged in.
Easily dealing with many products…
Several comments were made that indicate a bit of difficulty when dealing with multiple products. This is probably exasperated by seeing many (33 – 150+) components. So I wanted to clarify why you see the components, what they are for and offer a potentially easier method of dealing with them.
Short Answer: Don’t worry about updating, adding or removing any components, the system handles it for you.
When you purchase a product from CA, it can be made up of many components. When you select ‘add product’, it will actually add all components under said product. So when you add a single product, you may indeed receive many, many components. These are all necessary as they are all part of the product.
When you add a second product, it may contain more components, some of which may overlap with what you had previously selected as they are common across products. So while two products may each individually have 20 components, when you add them both, you may not end up with 40, but some number between 21 – 40.
When notifications are sent, they are sent at the component level. So if a notification is sent for ETEIAM then it will go to anyone who has that component selected. The intention is that this could be users of 30+ different products that might have the ETEIAM component as part of the product.
The key is that as a user, you really do not need to know anything about the components, just let the system handle it.
So, how do you easily deal with a multitude of products?
Hope this helps, thanks!
I assumed these "notifications" meant we would be receiving emails at the email address listed in our support account. Did I assume wrong?
I have signed up for every conceivable notification on every SiteMinder product and have yet to receive one email notification.
If my email assumption is wrong, where do I go to see the notifications?
Your assumption is absolutely correct! But please keep in mind that these notifications are only sent "as warranted". So unless a critical, advisory and/or product update need occurs, they will not be sent.
Some product teams have been sending hyper notifications out for a while, but for other product teams this is a new process and thus it will take them a little while to get the ball rolling. So please do not be alarmed if you have not yet received a notification, if the subscription screen shows you as signed up, then you are signed up and will receive one as they are sent.
If you would like to double check if your product has had any proactive notifications and/or hypers, you may do so by going into the 'download center', selecting 'published solutions', entering your product information and checking the box on the bottom that says 'display only hypers' which will limit the results to proactive notifications on top (if any) and hypers on the bottom.
Thanks for your keen interest!
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