Getting a Download center request form when searching

Question

The PowerLink search capability seems ( to me anyway) to be deteriorating. The previous Documentum support site was one of the more useful support sites I have used but this is one of the worst. (sorry I am still a Documentum fan but the site is discouraging.)

Aside from several bugs and outages I am seeing fewer and fewer up to date support notes and solutions as a result to searches. I assume because they are blocked by security or flagged as internal.

Now I get a Download Request Center form when searching on error messages.

I am relagated to the support forum in researching before I open cases now.

EKellerman · Answer

Deteriorated! I just got this message when trying to search the Knowledgebase:

EMC's Service Request Management system is currently unavailable. Please try again later or contact EMC Customer Support for immediate assistance by calling:

US: 1-800-782-4362
Canada: 1-800-543-4782
Worldwide: ++1-508-497-7901

We apologize for the inconvenience.

winteg · Answer

We are working to resolve the 'EMC Knowledgebase is Un-available' like errors you've been experiencing. We've found the failure most often occurs when the Service Requests result set is delayed. I've suggested, and a couple users have tried, a work-around where they 'de-select' Service Requests from their search all sources. This has improved the experience for these users.. We've also posted user tips at; Home » EMC Support Forums » General » Powerlink » Announcement. Several enhancements/fixes have been identified, with the first of these in the development/test cycle now. I'm reluctant to publish target dates until all of our function, regression and performance testing is complete.- Gordon

winteg · Answer

Clarkems,There are a couple of issues going on here. The redirect to the Documentum Download Center is a defect in the portal code. We are on track to have this patched in mid-March. Availability of 'up to date' support solutions is unlikely the result of the new Knowledgebase and we have not changed our Support Solution security model. I will review this feedback with our support management to understand what may be driving observable differences for our end users.If you haven't done so all ready, you may find some useful infomation in our search tips at: Home » EMC Support Forums » General » Powerlink » Announcement - Gordon

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Getting a Download center request form when searching

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