Ask the Expert: Easy Ways to Streamline Your EMC Online Support & MyService360 Experience

Check out a preview of the new look and some of the new features coming to Online Support and MyService360!

Sneak Peek: Online Support & Myservice360 September Release

Greetings! This discussion is officially open. Your questions, feedback and comments are welcome

Liking the black!~

Hi there ..

Can you please tell me how to add( or increase)   MySite I can manage ?

Liking this and the improvements.

Is there going to be some sort of port to a mobile app ? The current app is unusable.

Hi Brett@S,

Yes, in addition to the enhancements to Online Support and MyService360, we are updating the Support functionality within the EMC MOBILE app. Version 3.3 of the app will provide a more seamless and personalized mobile experience. Custom groups created within Online Support (custom site and product groups for example) will be visible within the EMC MOBILE app and can be used as filters when searching for an SR. In addition, any product alias you've created will be displayed when viewing SR details.

Thanks,

Stephanie

Hi Ayas,

Today, to add additional sites to your 'My Sites' list, visit the company administration page under 'Service Center' and select 'add site' in the top right corner of the page.  As seen here:

After the coming September release, all sites associated with your company will appear automatically in your company administration view (found under preferences) so you don't have to add them manually.  From there, you can create customized groupings of your sites & products. 

Thanks,

Lauren

Can someone from EMC talk about the upgrade this past weekend ? 

1. Called 1800 last night to get status on Sev1 ticket,  CSR has no clue how to access new SR numbers. Insisted that i give him the Oracle SR number. What !?!
2. SR submitted as Sev1 supposed to page on-call SAM, never happened.
3. Sev1 submitted last night went into oblivion, don't see it from the "Manage Service Requests" tickets portal. My360 portal is happy to report that i have no open SR.
4. How do get to see all cases (including call-home) ?
5. SR notification are not working. Sev1 ticket that was submitted last night never email notification of being opened, technician updates.

Please Note: Online Support (support.EMC.com) is currently experiencing intermittent issues with the following functionality:

• Service Request Notifications
• Live Chat

An updated notice will be provided when functional issues are resolved. Please utilize the site help & feedback form to report any issues. We apologize for any inconvenience and thank you for your continued patience.

Hi,

I am trying to find some customer facing material I can share on how to set up and administer their accounts with the new MyService360 portal.

In addition, it seems that DSM's have lost the ability to execute some basic functions, like administer sites and view contacts, so a solution to that would also be appreciated.

One change that does not seem to be a step forward is that in order to create a customer group, it needs to be built from individual site ID's rather than from a search on the customer name.

Otherwise, it looks and feels good - just a bit quirky in places.

Hi Dynamox,

I understand that our Customer Service team has reached out to you directly to discuss the issues you have been experiencing. Please do let us know if we can be of further assistance.

We appreciate your feedback and thank you for your continued patience.

-Stephanie

Stephanie,

yes i am now able to get to my tickets. Who's bright idea it was to set default filter in MySupport360 to "TLA Flag" and "Install Base Status" ? Unless i clear those filters i can't see my tickets. How do i make it stick, right now i have to clear these filters every time i go to MySupport360.

I also don't care about the map, i need to be able to persist my view to "Grid". How do i do that ?

Honestly all this pretty "fluff" is getting in the way of main purpose of the tool, that is to interact with support organization. Analytics and reporting should be moved out of the way, it feels like you are forcing it down our throats right now and we have to find work around just to get our tasks done.

Hi Sergey Kamenetskiy , Brian Coulombe  your feedback is being considered and is highly appreciated. Rest assured that your satisfaction is our priority.

Thanks

I am receiving insufficient privileges when attempting to open the company information link on the service center page. before this release I had 20+ sites that I am the account SE for and now none are showing up. can you assist with these issues?