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Support Case Portal FAQ’s and Known Issue Tracker

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Katie_Davis
Digital Support
Digital Support

Support Case Portal FAQ’s and Known Issue Tracker

 

 

Known Issue Tracker 

  Known Issue Status
1 You may experience a delay of about 8-10 seconds from the time you hit the "create case" to the time you receive a "success" message. Investigating a load indicator
[Update:  October 6:  Under Development]
2 For users in China. Google Translator removed from case portal page however you may still experience issues accessing other parts of the community. Investigating options
3 Two file attachments are returning an error message 

.7z and .har

[Oct 5] Case  has been opened with vendor   
[Oct 6] Resolved. HAR and 7z added to production as valid extensions  
*see #6
4
We have a report that larger files are failing for some customers.

[Oct 5] Under Investigation
Current size limit is <80mb.  Evaluating options to increase. 
If larger file upload is required please work with your Technical Support Engineer.

5 No ability to see other Support cases within your organization [Oct 5] Resolved. Please request access with Customer Support via live chat or logging a ticket. 
6 Browsing for attachment file opening a new case screen [Oct 5] Case opened with vendor. 
Please use drag and drop to add an attachment. Additionally, you can save the case and then update the case by adding a comment with an attachment
7 Email notifications not rendering when first opening a case [Oct 6]  Resolved. As designed, you should get a notice on the top of your case screen when it has been successfully submitted.
8 Email notifications are sporadic when case comments are added 

[Oct 6]  Resolved.

-Check spam/junk. The email would be from noreply@qlik.com
-Check to make sure your notification settings in Community are turned ON

9 Recovering Chat History for open migrated cases

[Oct 6]  Resolved. Please work with the Support Employee on your case for the additional context needed. Further details are written in the FAQ below: "Why can't I see my past case comments on the open cases?"

 

Frequently Asked Questions:

What is changing?

The Qlik case logging Support Portal is moving to Qlik Community! This new, streamlined experience will allow you to leverage your peers within the Community Forums, get assistance from our new Chat Bot, or enter a case with Qlik Support all in one place. Whether you use Qlik Data Analytics or Qlik Data Integration products, cases will now have the same, simplified, ticket creation process.

The new Case Portal will be live on October 4!  

 

What is Qlik Community?

Qlik Community is our global online community, home to tens of thousands of Qlik customers and data specialists. You can come to the Community with your questions or to share your experiences and network with peers.

Qlik Community contains forums, resources and experts to help you handle any question or opportunity. To learn more about Qlik Community, see the Get Started forum.

Pro tip:  Search keywords into the Community search engine to get relevant articles, blog posts, or even webinars regarding your inquiry. You can also open a chat discussion to be routed to suggested solutions, a live agent, or case creation, depending on your specific need.

 

Will my cases be private?

Yes, your cases will continue to be private just as before. The Case Portal is being moved onto the Community platform but is not public. You will need to login with your business SSO account and will only see cases for your organization.

 You will not be able to see or search any other customers’ cases in the Support Portal. Additionally, images uploaded via the case portal will be contained to your organization's case portal and will not be visible under your user profile to ensure privacy. 

Only the forums, groups, and blogs on Qlik Community are open to the public and used for networking and crowd sourcing solutions if you wish to participate!

 

When will I no longer be able to submit a case in the Support.Qlik.com case portal?

On October 4, 2021, the case portal will move from Support.Qlik.com to Qlik Community. Access the case portal directly at www.qlik.com/community-support-cases, starting October 4.

 

What happens to my prior cases?

Active, open cases will be moved over to the new portal site. Cases that have been closed prior to the migration will be available as read-only in the legacy support portal. Cases opened after Oct 4 in the new system, once closed, will be visible.

If you'd like a data export of your previously closed cases (Product / Subject / Description / Resolution), please submit a case and choose the options shown in this knowledge base article.  

 

What happened to my images/files on my open case?

We are doing our best to minimize the disruption. Some attachments on open cases may be impacted during the migration. You may be asked to reattach files to your current case. We apologize for any inconvenience this may cause.

 

How do I contact support while the case portal is temporarily down?

Case creation will be intermittently unavailable between 8:00a.m.-6:00p.m. EST on Sunday, October 3. To reach support for assistance, please start a chat via our support.qlik.com site.

 Severity 0-1 concerns can be addressed through the below call numbers:

QDI Support:  +1-781-730-4060

  • After hours, please leave a voicemail at +1-781-730-4022 

QDA Support per location:

Country/Region

Phone


Argentina


08008001333

Australia


1800 137 636 (Toll free)

02 6111 2045


Brazil


08000253505


Chile


12300206738


Colombia


018005183139


Finland


09 4245 1974


France


+33 8 2022 2074

Germany


0800 673 8189 (Toll free)|

+49 211 5866 8333

India


1800 309 8155 (Toll free) 

1800 102 QLIK (1800 102 7545)

080 46577600


Italy


800 976 003


Mexico


018000624958


Singapore


800 441 1358


Spain


902 109 726


Sweden


0200 817 817 (Toll free)

08 505 149 38


United Kingdom


01926 45 88 90


North America


1-877-754-5843


Latin America


+55 11 4420-3540


Asia Pacific - Other


+61 2 6111 2045


Europe - Other


+44 2071 388 281

 

 

How do I find the new case creation portal?

  1. Sign in to Qlik Community
  2. Use the top navigation ribbon to click on "Support
  3. Use the drop-down navigation under Support to choose “Case Portal

Katie_Davis_3-1632169782971.png

 

For more information, a How-To video for case creation will be linked on the Qlik Community Support Page on October 4.

 

How can I search for the answer myself using Qlik Community?

Use the Search bar on the Qlik Community to search across the entire Community! Our unified search engine will search across Knowledge, Qlik Help, Community, Ideas, YouTube and Qlik Gallery and provide relevant results regarding your inquiry.

Katie_Davis_4-1632169826995.png

 

What if I don’t see the case portal?

Customers, Partners, and Luminaries will all have access while logged in to Qlik Community. If you do not see the Case Portal, please use the new Chat feature to get your access resolved.

 

What’s my login?

Your previous Support Portal account provides access to the Qlik Community as well. In fact, your account will work across other Qlik sites including Qlik Continuous Classroom and Qlik.com. Additional privileges are required to access the Partner Portal and prior Support Portal for license & download needs.

If you need assistance with logging in, please use our new chat bot to get connected with a live agent.

 

Where do I go for licenses and downloads?

You can still go to the legacy Support Portal (https://support.qlik.com/QS_Home_Page) for licensing support needs. You can also find this link by hovering over our Case Portal ribbon, highlighted below:

Katie_Davis_0-1633717347902.png

Software downloads are still accessible on the Qlik Downloads site.

 

What kind of help can chat provide?

Our new Chat feature can help with issues related to Qlik accounts, log in, downloads, and licensing. It can also connect you with a live agent and even create a Qlik Support case.

 

Where can I find the Chat prompt?

Chat functionality is accessible on the following Qlik Community pages: Support, Case Portal, Programs, and Knowledge. Look for the blue Help button on the bottom right corner.

Katie_Davis_5-1632169982892.png

 

Why can't I see my past case comments on the open cases?

As one of the changes, we moved from Case Chatter to Case Comments as the method of communication between Qlik Support and customers. Currently, we could not migrate the case chatter data into case comments, therefore they will not be visible for customers. However, the data is still available and visible for Qlik Support employees. Customers can work with the Support employee assigned to the case and request any information/data on past case chatter information.

 

How can I see other cases submitted by my company or coworkers?

Customers may request to have access to view their organization/company’s cases by requesting Qlik Customer Support. You may contact them via live chat or by creating a case. Once the access privilege is granted, customers will see the “My organization cases” on the case portal.

 

Why am I not receiving email notifications?

You should expect an email notification for comments or updates added to your case. You will not receive an email for creating a new case, as you will get a submission confirmation on the same case screen. 

Also, your organization does not receive notifications for every case opened. If you would like other interested parties in your organization to receive notification emails, please request additional emails to be added as CC  when opening the case.

If you are not seeing email notifications for comments, please check your spam or junk folders and mark noreply@qlik.com as a trusted sender. 

What languages does Qlik Support provide services in?

Qlik Support services are only provided in English. This includes Chatbot and Live Chat.

 

Which files can I attach on the case?

The following file extensions are supported on the case portal: mp4, jpg, gif, png, pdf, doc, docx, xls, xlsx, ppt, pptx, qvf, qvd, qvs, qvw, zip, ps1, json, har, 7z, log, txt, config, rar, js, css

Comments
tduarte
Partner - Creator II
Partner - Creator II

Qlik, after all these years and with the company structure Qlik has today, I'm socked by how this migration to a new Support portal was handled.

When launching a new portal, one needs to ensure minimum or no disruption to its users, especially not removing very important features.

The UI is not great but I can live with that. Now, losing the previously saved Environments, losing direct access to previous cases, not seeing organisation cases, no option to share cases with colleagues, just to name a few, are unacceptable. Furthermore, you are asking users to log separate support cases if they need Qlik Support to do a workaround the missing features/options? Seriously?

Prabodh
Creator II
Creator II

@Katie_Davis What is the release schedule for case portal? The portal is still quite buggy and the experience is not at all pleasant. Clicking the case portal link from email notification shows up the case - so I assume I am logged in, and when I submit a response, I get authentication error. This and a lot of other UX issues.

Prabodh
Creator II
Creator II

@Katie_Davis its been close to 5 months since the launch of the new portal.

I see no real updates being made to this to address all the concerns raised by the customers.

What is the feature roadmap? When do we see updates to make the support portal easier to use?

0 Likes
Version history
Last update:
‎2022-02-15 07:43 AM
Updated by: