AppWorx, Dollar Universe and Sysload Community

In this post, you will find information on upcoming changes to Automic Support. Over the past year, CA and Automic have been working diligently to ensure that there is little impact to our customers as we fully integrate our support teams. Beginning in January, Automic will start to integrate with the CA Technologies Support organization and our goal is to keep you well informed throughout the transition.

Emails have been sent out alerting you to these pending changes and in this post we are providing additional details on what is changing and when those changes will take place.

Beginning Friday, April 13, at 8pm Eastern Daylight Time, users of Automic Support will be redirected to support.ca.com. There will be no case management access on support.ca.com from Saturday, April 14 at 5am until midnight Saturday night. If you need to open or update a case during this time, please call: +1(425) 633-2580 or +43 5 708 080 to reach CA Automic Support directly. Should you need another local phone number, please consult the link Contact support.

Please go to the following link to get to know all the support and services that CA offers:

• https://www.ca.com/us/services-support.html

Why is this happening?

• We want to provide the customer with one single way to support all their CA product suites

• This is being done to support mixed solutions where CA|Automic products may interact with other CA products. This will ease the customer interaction with support, we will have the ability to seamlessly work with other support groups through a single support platform.   
• CA is heavily investing in improving their support tools and process. We want Automic customers to benefit from these investments.

Key Changes to support:

Support.automic.com will switch tosupport.ca.com

• A  password reset will be required to log into the CA portal.
• Layout of the portal will look and feel differently.  
• All CA products will be searchable in the knowledge system.
• License related requests will need to be done by contacting Customer Care, rather than through the portal. Link to Phone Numbers
• All communication and updates will take place through the original case. Problem cases will be managed internally to help cluster cases into common issues. For our customers there will only be one case to maintain.
• Cases can only be created via the portal or by calling support. A case reference will be generated after its creation. Emails with no case reference will not get processed.
• Change to be completed by April 16 2018.

Contacting support using the phone

• Former phone number willcontinue to work.
• The ability to contact support directly will remain.
• The new numbers will be on the support.ca.com site under the“contact support”link.
• The prompts to get a CA Automic Automation support engineer will be different.

Starting in April, Automic customers will have access to CA support offerings

•  Link to support offerings

Automic Community will migrate to communities.ca.com

• Posts will remain accessible and direct links to them will redirect to the new address on CA’s community.
• Subscriptions to posts will remain.
• The CA community platform is very similar to the Automic platform.
• A password reset will be required. 

Automic Ideas will move to CA's community

• The Automic Ideas will move under the product sections on the CA communityClick here for an example
• Please follow these links to find information on how to use the new ideas system:
• https://communities.ca.com/docs/DOC-231149279-ideas
• https://communities.ca.com/community/the-water-cooler/blog/2015/03/18/right-type-of-content-ideas
• View Voting History:
• https://communities.ca.com/community/the-water-cooler/blog/2015/09/29/community-hack-view-idea-vote-history
• Submitting Ideas:
• https://communities.ca.com/videos/1447

The Automic Marketplace will remain intact 

• With the password reset for communities you will have access to the Automation Market Place.
• You will be able to access the Marketplace through the Automic community. 

 Changes related to the eLearning center:

 Automic university changing to CA Learning Center

• Starting in April 2018, the Automic eLearning center will only be accessible to those with Active learning credits. All credits will need to be activated by March 31, 2018. After that point eLearning for the Automic products can be purchased through the CA learning center.
• Courses on the Automic learning center will remain active with the credits already active until March 31, 2019.
• The CA Education and Training center will offer new One Automation learning paths and certifications.
• Here is a link to the CA Education and Training center
• Change will take place between January and March 2018.

Emails have been sent out alerting you to these pending changes and in this post we are providing additional details on what is changing and when those changes will take place.

Hi Ben,

I haven't received any notification emails

we are currently using the new portalhttps://automic.force.com/support/

and the old one only for licenses https://orsyp.secure.force.com

please let us know if there are any coming changes to that setup 

Daniel G. 

Daniel Gabriel said:

Hi Ben,

I haven't received any notification emails

we are currently using the new portalhttps://automic.force.com/support/

and the old one only for licenseshttps://orsyp.secure.force.com

please let us know if there are any coming changes to that setup 

Daniel G. 

Support.automic.com and https://automic.force.com/support/ will switch to support.ca.com

• A  password reset will be required to log into the CA portal.
• Layout of the portal will look and feel differently.  
• License related requests will need to be done by contacting CA Customer Assistance, rather than through the portal or using https://orsyp.secure.force.com. Link to Phone Numbers
  

Michael Lowry said:

I have posted 325 discussions and 1478 comments on community.automic.com. I trust these will be preserved following the integration with CA, and that any links in discussion posts will also be updated to point to the correct new locations.

Michael Lowry said:

I have posted 325 discussions and 1478 comments on community.automic.com. I trust these will be preserved following the integration with CA, and that any links in discussion posts will also be updated to point to the correct new locations.

Daniel Gabriel said:

Dear Ben

when is that migration to support.ca.com expected? And what do we need to do get access to that new portal?

Daniel G. 

• https://www.ca.com/us/services-support.html

Luu Le said:

Additionally, product ideas will be coming back to the Community! :) 

•  what does that mean for ideas.automic.com?
• will it be dead?
• if so, will existing ideas be migrated?
• What about votes?
• And is it Wolfgang's and my fault, all because of theunfortunate monikerit got? ;)

Cheers,

Carsten

Luu Le said:

Yes, these will be preserved; we will be moving all discussions, comments, any embedded images/attached files, any links redirecting to another post will be updated and all community accounts.

Michael Lowry said:

Bring gamification to the support portal please. Think leaderboards, achievements, special abilities. :)

Alain Moisy said:

What is the procedure to do the following action and when do we have to do it ?

"A  password reset will be required to log into the CA portal."

Can we do it now or do we have to wait until the move to CA support ?

Thanks for an answer to this critical question  ;)

Carsten Schmitz said:

Hi,

Ben_Caffell_45 et. al.

from the email I just received (cheers for that), it appears we'll be losing everything except the last 15 months of ticket history during the merger with CA's support system.

This is a pity, since I'd like to have our companies old cases (currently dating back to 2012) for future reference, and it appears this is an arbitary cut-off.

Can you confirm this cutoff will be happening, and if so, is there some way we can get an archive of our old support cases?

Thanks, best regards,
Carsten

Hi Ben,

I am looking into your request and will get back to you in the next couple days.

I hope you get to read this, since the "Person" search in this forum doesn't find anything with "Caffell". It helpfully suggests whether I meant "Apple" instead, but I suppose I didn't

Onto the topic: Are there any news on getting back to me about the old support archives?

I have one more reason to really want a dump of the old cases now: I can't find a certain support case that my colleague had opened (INC00220495), and so I wonder what else may possibly be missing. That is of course unless I overlooked it, but I set the filters to show me everything and looked over it five times.

It's also still not possible to find a bunch of content via the search (including this post, incindentally), and a bunch of old posts has been imported partly with e.g. Chinese characters or other corruptions. The helpful people at community@automic.com say the former is possibly a cache issue, we'll see. But support cases possibly missing, that's a different beast.

Best regards,

Carsten

(edit: fixed the incident number, copied the wrong number initially)

Nvm, found it. Other people's cases (of the same "Site ID") are visible under "Search Cases".

But hey, the Automic Support didn't know this either

LuuLe can you look into the old post that may have got corrupted.

How could I ensure that all my company's users (who used to have access to www.automic.com/support) along with their cases and other stuff will be migrated to the new customer portal support.ca.com

Daniel Gabriel said:

How could I ensure that all my company's users (who used to have access towww.automic.com/support) along with their cases and other stuff will be migrated to the new customer portalsupport.ca.com

Ben Caffell said:

Daniel Gabriel said:

How could I ensure that all my company's users (who used to have access towww.automic.com/support) along with their cases and other stuff will be migrated to the new customer portalsupport.ca.com

We are pulling all users indicated as support users in our system into the new system. Also the new system allows the users to have user administration giving more control to you to ensure those that need access have access. If when you log into the new system and there are issues, please contact us. The data in our old system will be around for a few months so we can perform data validations if needed. 

Daniel Gabriel said:

Ben Caffell said:

Daniel Gabriel said:

How could I ensure that all my company's users (who used to have access towww.automic.com/support) along with their cases and other stuff will be migrated to the new customer portalsupport.ca.com

We are pulling all users indicated as support users in our system into the new system. Also the new system allows the users to have user administration giving more control to you to ensure those that need access have access. If when you log into the new system and there are issues, please contact us. The data in our old system will be around for a few months so we can perform data validations if needed. 

Thanks dear, how will I get access to the new portal, do I just need to rest my password assuming that my user id will migrate as is to the new portal?