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Mabro1
3 Zinc

Ask the Expert: Using EMC Online Support proactive services and company administration

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https://community.emc.com/thread/227522

Welcome to the EMC Support Community Ask the Expert conversation. This is an opportunity to learn about using EMC Online Support proactive services and company administration.


This Ask the Expert event will focus on using the Online Support company administration and enhanced proactive services capabilities released in November 2013. 

Please refer to the release overview for more information about the recent Online Support release, and join us with your questions and feedback here in this discussion.


Your Host:


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Amy Tower has over 15 years working in EMC’s Customer Service organization.  Amy's primary role has been in the development of new tools and support processes for EMC's Remote Support organization. Currently, Amy is the Product Owner for the new EMC Online Support experience, facilitating the delivery of new features and functionality as EMC Customer Service Innovation team continues to enhance and improve the site.

Prior to joining the eServices team in 2009, Amy was part of the M&A team, responsible for the integration of acquired companies into EMC Support, and has held various Operations roles within Customer Services.


This event will run from November 18-26. Be sure to “follow” this thread to stay up to date on the discussion.


33 Replies
mcbris
2 Iron

Re: Ask the Expert: Using EMC Online Support proactive services and company administration

This discussion is now open for comments and questions. We look forward to an informative event!

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DAVIDF4
1 Copper

Re: Ask the Expert: Using EMC Online Support proactive services and company administration

Amy

Does support.emc.com support Firefox?  I use this browser and most of the time I get errors or it hangs trying to access salesforce.com.

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atower
1 Nickel

Re: Ask the Expert: Using EMC Online Support proactive services and company administration

Hi there, yes - we do support the latest versions of Firefox, as well as Chrome and IE.  Would be curious which version of FF you're using, and what type of errors you're seeing?  I actually use Firefox as my primary browser for accessing the site and have not experienced any issues, but its possible that it is a different version. 

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DAVIDF4
1 Copper

Re: Ask the Expert: Using EMC Online Support proactive services and company administration

It looks like I’m using Firefox ver 25.0.

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atower
1 Nickel

Re: Ask the Expert: Using EMC Online Support proactive services and company administration

Thanks!  I'll have our team here check it out and get back to you! 

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dynamox
6 Gallium

Re: Ask the Expert: Using EMC Online Support proactive services and company administration

Amy,

any chances to increase the timeout for salesforce portion of knowledge base. I think i brought it up in one of our customer council meetings if you leave your browser open and it times you out from support.emc.com. Without closing your browser if you go to support.emc.com, login and try try to search for new KB ...upon clicking on them you get an error message about "Access Denied". It's like the session is still open in my browser, i have to close all my tabs and completely close my browser, so inconvenient.

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dynamox
6 Gallium

Re: Ask the Expert: Using EMC Online Support proactive services and company administration

Amy,

i will be honest i have not explored the new features so excuse me if it's described in the release overview but i am curious when customers will have ability to remove old/decommed items from install base. We have so many times for hardware that was decommissioned ages ago. If there are legal/financial/accounting requirements to keep them, let me at least hide them from my view. Whenever i need to open an SR i have to scroll through so many "ghost" entries, no very efficient.

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aldago-zF7Lc
3 Cadmium

Re: Ask the Expert: Using EMC Online Support proactive services and company administration

DAVIDF wrote:

Amy

Does support.emc.com support Firefox?  I use this browser and most of the time I get errors or it hangs trying to access salesforce.com.

This has to do with the way FF/Emc.com handles the sessions. If you log out the community and then you go to a page in *.ecm.com you'll be asked for your credentials again and everthing should work fine... for a while ie: I cannot browse any support note as in ff "i don't have permissions", however from another browser, or closing the session and trying to access the support note directly will prompt the login window and everything will be working fine temporarily

And on the questions side, do you know if it is planned to merge subscribenet with the downloads section? If not, what's the point of the downloads section if everyone has to go to subscribenet to download their sw?

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atower
1 Nickel

Re: Ask the Expert: Using EMC Online Support proactive services and company administration

Hi, we can definitely investigate the timeouts in SFDC.  I've forwarded on your comments to the folks on our team who support that application to check out. 

Regarding the Install Base entries, there is not an option yet for customers or partners to submit change requests - however, we have introduced a tool for EMC Employees to do so on your behalf.  If you have changes to make, I would suggest either sending them to your local Account team to process, or you can always feel free to send a note through the Feedback link on the site and we'll get you to the right place! 

Thanks for the feedback!

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