Product Announcement: Easy access to CA Support from Agile Central!

Document created by JohnStreeter Employee on Nov 28, 2017Last modified by JohnStreeter Employee on Dec 20, 2017
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Overview

CA has been working on a slick new way for users to access CA Support Online for our web-based CA Agile Central customers -- and it's now available! It makes it easy to get logged in from your Agile Central account and get the help you need from our support team! Just click the link to Support from within Agile Central!

 

The new link to Support takes your existing login for Agile Central and passes it to CA Support Online, ensuring a seamless, secure authentication process. Agile Central users no longer will need to maintain one account for Agile Central and another for CA Support Online – if you’re logged into Agile Central, you’re good to go!  With one click of the Support link in Agile Central, you’re passed into Support and can find what you’re looking for.

 

So whether it’s a Knowledge Base Article, a support case, or a quick chat, access to support is just one click away.

 

Video Walkthrough

Here's a short video on how to easily access support:

 

 

 

Contacting CA Support

To contact CA Support from Agile Central:

 

  1. Simply click the "Support" link at the bottom of Agile Central or from the dropdown at top-right. 

Standard Navigation

Personalized Navigation

Click the link in the dropdown:

 

or in the footer:

Click the link in the Help dropdown:

 

 

 

  1. From there, you'll be launched into CA Support Online and logged in automatically!
    • If you’re a first-time support user, please review the Terms of Service and click Continue to proceed:

  2. Click Case Management to go to the case creation page.
  3. From case creation, either submit a new support case, or if it's a quick question launch a Chat session (here's how)!

 

 

FAQ

 

What if I already have an account on CA Support Online?

By clicking on the Support link in Agile Central, your existing CA Support Online account and your Agile Central account will be merged. The system will know who you are, and you can login with your Agile Central account going forward.

 

Do I need to change my password on Agile Central or CA Support Online?

If you’re able to login to Agile Central, you can login to CA Support Online. If you would like to login directly to CA Support Online via https://support.ca.com once your account has been created, you may need to set your password

 

Can I access support if I can’t login to Agile Central?

If you can’t login to Agile Central, it’s always best to contact your company’s subscription administrator for Agile Central. That said, you can always contact support by phone at 1-800-225-5224 to get the help you need.

 

Do I need to create an account on CA Support Online first?

No, not to create a case or start a support chat session. As soon as you click the link to Support from Agile Central, your account on CA Support Online will automatically be created. If the individual is already registered with CA, they will see the same version of the home page as if they had logged in.  If the individual is a user of the Agile Central SaaS subscription that does not have a registration with CA, they will see the home page without the Download Management icon, because they do not have authority to download.  They have access to manage their own cases for the Agile Central product only.

 

How can I access Download Management on CA Support Online?

Access to Download Management is not granted when accessing via the Support link with automatic login. To access Download Management, you must register for CA Support Online access with your subscription's Enterprise Site ID. This can be obtained from your subscription administrator or from Customer Care by calling 1-800-225-5224. Once registered, the CA Support Online homepage will include the Download Management icon. 

 

Can an Agile Central to Go (On-Premises) user access CA Support Online in the same way?

As CA Technologies’ systems don’t have any insight into who is a user in a customer’s on-premises environment, authenticating a user from the Agile Central subscription will not work for Agile Central to Go (On-Premises) users. Agile Central to Go users can register for CA Support with their Enterprise Site ID at https://profile.ca.com/us/register/createprofile.aspx.   

 

What if I'm having trouble accessing Support via this link?

Users can check the status of the Support authentication service at https://status.rallydev.com, and can always submit a support case by calling 1-800-225-5224. Please feel free to comment on this post if you're having issues getting into Support via the link in Agile Central, and we'll figure it out!

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