Archived Cases Now Available Read-Only - Qlik Community

Katie_Davis · ‎2021-10-13

Hello Qlik Users,

Due to the overwhelming feedback regarding the need to view historical case information, we have re-opened the legacy case portal in read-only mode so you can view archived cases prior to our Oct. 4 portal migration. You will need to login to this page with your Qlik ID, then select Legacy Cases.

To navigate to your archived cases, hover over the Case Portal selection in our support Ribbon when logged into Qlik Community. Select "Licenses and Archived Cases".

Qlik will retain these archived, historical cases until October 4^th 2022. Additionally, we will be announcing an updated Support data access and retention policy in the coming month. We recommend your organization back up any solution data from these archived cases relevant information internally as needed.

This new policy will not change our retention of attachments. Case attachments will still be archived after 90 days per our current Support Policy.

If you’d still like a data download of Product / Subject / Description / Resolution, please submit a case by choosing these selections, or comment on your already created case by requesting escalation.

Please note, all new cases will need to be submitted on our Qlik Community Support Portal and any case (open or closed) created Oct. 4, 2021 or later will be visible in the new support portal.

Thank you for choosing Qlik!

Qlik Global Support

mjht · ‎2021-10-13

This is excellent news - thank you!

In the above article the legacy case portal link will take you directly to the old Support site where you see this

You need to look to the top of that page to see the Legacy Cases link. Paragraph 1 goes with paragraph 3 in the article

Katie_Davis · ‎2021-10-13

Thanks @mjht, I shifted it around, so hopefully its easier to follow now.

Lech_Miszkiewicz · ‎2021-10-13

Ok great, I am glad we got this access back.

So Qlik has now one more year to actually figure out migration of old cases. I know it is not planned (and it wasn't planned in first place), but I am sure that now having another deadline until 4th October 2022 structural differences between old and new support portal can be resolved - piece of cake - isn't it?. At the end it is just a data and we are all here in data business - so how hard can it be? I understand it is not 1:1 mapping but hey, saying that something is not technically possible in 2021 is rather poor answer and I am not buying it.

I think it would be good to gather wider audience opinion on that, especially other Qlik partners as those guys will loose most information.

thanks!

ubanerjee · ‎2021-10-14

Is providing access to all cases from my company still on the roadmap for the new portal? I need to be able to follow cases raised by other individuals from my org and not rely on them to have the progress forwarded.

Katie_Davis · ‎2021-10-14

Hi @ubanerjee , yes you will be able to see all your organization's cases by requesting the permission access. Please follow these instructions to do so: How To View Other User Cases Within Your Organizat... - Qlik Community - 1842500

Thanks,

Katie

Sue_Macaluso · ‎2021-10-14

@Lech_Miszkiewicz Thank you for the feedback and understand your points. We have put much thought into this and I would like to share:

Extending access for one year was done to meet the immediate needs of our customers and partners.
We encourage saving important information prior to Oct 2022.
Moving forward, we are revisiting our data retention policy and will share more as soon as we can.

We take all of this very seriously and our Qlik leadership is aware of these concerns. I welcome you to continue this conversation with us in the Qlik Community MVP forum if you wish. I hope this helps.

Best, Sue

Ken_T · ‎2021-10-15

This is something that anyone with any amount technical support experience could have 100% predicted was a tremendously bad idea. If you had asked 10 random customers, they would have likely all 10 said no please do not do that, regarding starting over from scratch on a new support site and throwing away all old case/ticket history. thank you for restoring this, and hopefully it was a lesson learned type of moment.