New Symantec support portal & tickets systems - LOSS HISTORY
I believe this is not only concerning my EMM part, but overall Symantec partners & customers, using the Symantec support.
From Monday 29th October, the Symantec Support ticketing were switching to another system.
Force all existing tickets to switch a new number... Well, I assume a better transition would be to avoid such change on existing. But I am sure this kind of system migration; get a lot of difficulties to manage. So, OK for that, we can understand.
But when to get back history access: No way, all existing tickets vanished, all the same migrated a new number...
On the start, we can believe it will be only for new case or initial creation. I create one, populate all fields, and try to get the "ticket number" and the "message" I was populating.
BUT NO WAY, no access any more, no email confirmation, and no History ACCESS ...
That is now exactly like the "customer support", where you can select any of the 2 proposed menus: Create Case or Manage Case,
You always fall down the same "creation" screen below, no chance to update any existing history this way, any more. We were already losing the ability to use the Support portal to upload any files (Some time useful to provide logs, configs, docs to support, isn't it?), now it is history vanishing.
That is not exactly what I call a "progression", but more a "regression"...
I just hope this is just a temporary transition...
I feel the EMM Symantec Altiris support quality was going a little bit down this year, and I see now this regression of the My.Symantec Support portal.
Useless to tell you I am not satisfied.
CONCENTRATE SUPPORT SESSION FOR A SAME SITE:
I also ask Symantec Support to concentrate the 2 to 3 problems, or more..., we can have on an Altiris platform, after an upgrade for example, to get a SINGLE CONTACT, all the same multiple tickets. This is just to earn time for all:
- Customers/Partners (not 3 webex & 3 times upload same logs...)
- Symantec support: not 3 different technical people, reading the same logs, environment information...
- Symantec support can correlate multiple problems/errors, can have the same source... (As often after an upgrade).
But no WAY - I ask, I escalate, I complain about:
Symantec support refuse assigning a single contact for the same customer/installation/platform multiple problems.
Your feedbacks & point of views are welcome :)