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Ask the Expert: Using EMC Online Support proactive services and company administration
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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:
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.
mcbris
77 Posts
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November 18th, 2013 07:00
This discussion is now open for comments and questions. We look forward to an informative event!
DAVIDF4
4 Posts
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November 18th, 2013 09:00
It looks like I’m using Firefox ver 25.0.
atower
16 Posts
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November 18th, 2013 09:00
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.
DAVIDF4
4 Posts
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November 18th, 2013 09:00
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.
atower
16 Posts
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November 18th, 2013 10:00
Thanks! I'll have our team here check it out and get back to you!
dynamox
1 Rookie
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20.4K Posts
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November 18th, 2013 21:00
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.
dynamox
1 Rookie
1 Rookie
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20.4K Posts
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November 18th, 2013 21:00
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.
aldago-zF7Lc
463 Posts
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November 18th, 2013 22:00
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?
atower
16 Posts
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November 19th, 2013 06:00
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!
atower
16 Posts
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November 19th, 2013 06:00
Thank you for the additional input on the FF session handling! I'll pass this along to our team.
Regarding the Subscribenet downloads, yes - this is something that we are still actively working on. There are only certain SW products which are currently provided through Subscribenet versus directly through the Downloads page within support.emc.com, and we're working with those product teams now to find a more streamlined approach.
Thanks for the feedback!
Anonymous
5 Practitioner
5 Practitioner
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274.2K Posts
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November 19th, 2013 08:00
Can an EMC employee (i.e. SAM) administer a site? i.e. Change raise or demote a contact to an administrator?
atower
16 Posts
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November 19th, 2013 10:00
Yes, an EMC employee can administer a site and manage contacts, including modifying roles of a contact. Regarding administrator privileges, an EMC employee has the ability to demote an administrator, but not grant administrator privileges. If you'd like to request the administrator privilege, please send a message to support@emc.com . We do have plans on building an approval process that will allow current administrators to grant the administrator privilege.
Anonymous
5 Practitioner
5 Practitioner
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274.2K Posts
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November 19th, 2013 10:00
Thanks Amy. just to clarify...do I have adminstrator privleges by default? Or, do I have to request administrative privleges so that I can add contacts to a site?
emerhof
8 Posts
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November 19th, 2013 13:00
Hi Amy. One of the questions I am hearing is about setting up alternate contacts. Can the administrator set up any number of alternate contacts, or is there a maximum?
hiroyTakeuchi
11 Posts
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November 19th, 2013 21:00
Hi Amy,
Can we search SRs by keyword (eg. certain OS names, program names, error messages, etc.) in Online Support?
If a SR turned out non-EMC issue but other OS problem and was closed, support personnel wouldn't write KB article about it because it had no relation with EMC product. In such a situation, SR keyword-search would help finding vendor which should be involved, troubleshooting methods and/or fixes which should be applied from SRs which were handled in the past.