What you can do in the Support Portal

• View Alerts and Bulletins about OpenText products and services
• Search for and read knowledge documents
• Open a support ticket
• Track the status of your support tickets
• Find local toll-free support numbers
• Chat with our virtual assistant or a live support agent

At a glance

1. Logging in

Log in with your OpenText Supplier Portal or 2B2 Connect (Covisint) credentials.

If you are an OpenText customer and do not have either set of credentials, please call the support team for help creating them.

Figure 1. Log in from the top-right corner of the page.

2. Home page

The menu across the top of the home page links to the core functions of the portal. Self-help tools are front and center:

• My Support Tickets – create new tickets, check status, and update existing tickets.
• Knowledge Base – browse knowledge and self-help articles.
• Contact Us – find toll-free numbers for your region.
• Partner Portals (waffle icon) – once logged in, go directly to the OEM portals you can access.

Alerts appear as banners across the top of the home page. They notify you of urgent announcements such as incidents and scheduled maintenance.

Figure 2. The Support Portal home page.

3. Help Topics and FAQs

Help Topics lists answers to the questions we hear most often. Check here first for quick answers.

Figure 3. Help Topics and frequently asked questions.

4. Bulletins

Bulletins share important information with all Support Portal users. To open them, select the Bulletins tab on the home page.

Figure 4. The Bulletins tab on the home page.

Subscribe to Bulletins

• Select the gear icon, then choose Subscriptions Settings.

Figure 5. Open Subscriptions Settings from the gear icon.

• Check the box for Global Support to receive support bulletins, then select Save.

Figure 6. Select Global Support and click Save.

View your Bulletins

Select a bulletin title to read its details.

Figure 7. The bulletin list.

Figure 8. A bulletin’s details.

5. Chat

Chat with OpenText support any time:

• Select the OT icon near the bottom of the screen.
• Select Customer Support.

Every chat begins with Aimy, our AI-based virtual assistant. If Aimy cannot resolve your question, you can choose to continue with a live support agent.

Figure 9. Start a chat from the OT icon.

6. Support tickets

Open a new ticket

• From the My Support Tickets menu, select Open a New Ticket.
• Enter an issue summary. As you type, the portal suggests knowledge articles that match your keywords. Open them to try to resolve the issue yourself.
• If you still need help, complete the remaining required fields and select Submit Ticket.

Required fields are marked with a red asterisk (*).

Figure 10. The Open a New Ticket form.

View your tickets

The My Tickets screen lists your tickets. You can:

• Filter by status
• Search by ticket number or keyword
• Export your ticket list

Figure 11. The My Tickets list.

Update or close a ticket

Select a ticket number to view its details. From there you can:

• Select Add New Update to provide more details or respond to a question from the Support team.
• Select Request Ticket Closure when you believe your ticket is ready to close.

Figure 12. Ticket details, with Add New Update and Request Ticket Closure.

7. Knowledge Base

Search for articles by name or keyword or use the filters to browse. You can filter by Product Line, Audience (user role), Area, and content type.

Figure 13. Knowledge Base search filters.

Each article shows its publish date and tags for audience and product. Use Copy Link to save the article’s address so you can find it again easily.

If an article does not solve your issue, browse or search for another, or select Open a New Ticket to request help.

Figure 14. A knowledge article.

8. Contact Us

Select the Contact Us tab to find local toll-free numbers. Filter by region or search by country.

Figure 15. Toll-free numbers by region and country.

Thank you for taking the tour. We hope you enjoy the new Support Portal.