Submit and Manage Cases from the CA Agile Central Community

Document created by JohnStreeter Employee on Oct 19, 2016Last modified by JohnStreeter Employee on Feb 14, 2017
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In addition to CA Support Online, CA Agile Central customers have the ability to submit and manage their cases right from CA Communities. The Support tab offers a clean, intuitive interface and quick workflow to get a case submitted to CA Support. 


Please review the below guide on case management on CA Communities:




Submit a Case


1.  Go to the CA Agile Central community

2.  Click Support from the menu



      After clicking Support, a CA splash screen will display while the system gathers information. 


3.  If not already selected, click Create New Case


4.  Select a Product from the drop-down


5.  Select the appropriate Severity from the drop-down

6.  Enter a Title and Description. Note that the system will automatically search the Knowledge Base based on the text of the title, looking for articles related to the selected product first. Click on an article to review the provided information in a new browser tab.

7.  If desired, enter the Business Impact, Release, Service Pack, and Operating System (all optional).

8.  Click Create Case.

9.  Once the case is submitted, the details of the case will be displayed. 



View Existing Cases


1.  Click My Cases. You should see a list of your existing cases:


2.  Use the filters at the top of the screen to filter the case list on Case Number, Title, Status, Severity, Product, even the Created / Modified dates. Simply enter the filter criteria to apply the filter


3.  Click into a case to view the case details. 



Update a Case


Working with CA Support, you may want to provide an update on your open cases.


To add an update to a case:

1.  From My Cases, click into an open case

2.  Scroll down and click Add Comment

3.  Type your comment into the text box, then click Submit


4.  Your new comment will be posted to the case, showing above previous case updates:



Close a Case


Once your issue has been resolved or your questions have been answered by CA Support, you can request that the case be closed. 


To close a case:

1.  From My Cases, click into an open case

2.  Click the Close Case button next to the case status


3.  Enter the reason you would like to close the case in the text box, then click Submit:


4.  The case close request will be added to the case, and CA Support will be notified that you would like to close the case. 

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