Qlik Community

Support Updates Blog

Important and useful support information about end-of-product support, new service releases, and general support topics.

Announcements
Support Case Portal has moved to Qlik Community! Read the FAQs to start exploring Support resources.
Katie_Davis
Digital Support
Digital Support

Beginning October 4, all Qlik users will be able to log support cases directly through Qlik Community.  

With Support embedded seamlessly within Qlik Community, now all your Qlik solution resources can be found in one place. This move comes with a new chat bot for instant answers, seamless access to thousands of articles, and interactive support webinars.  

Key items to note: 

  • Your Qlik Community login details will be the same as your prior Support Portal login on support.qlik.com. If this is your first time logging a case, you’ll need to login with your business email address. Your Qlik account acts as a single sign on. 

 

  • Open cases will move as well, but previously closed cases will no longer be visible.  

 

  • On Sunday October 3case creation will be intermittently unavailable. Our agents will be available via our chat feature, or at our call numbers for severity level 0-1 concerns.

 

  • Licensing & Downloads will still be available on Support.Qlik.com/QS_Home_Page. Updated instructions can be found here. You can also navigate to this page by hovering over our Case Portal in our Support Ribbon and clicking "License Information"

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We’ll be here for you for all your support needs. As we approach the new portal launch, we will share a step-by-step guide for case creation accompanied by an introductory video.  

Hit subscribe to this blog on the top right to stay up to date with the latest support announcements.  

If you have additional questions, check out our guided FAQ, or reply in the comments below.  

Thank you,  

Qlik Digital Support 

24 Comments
kiranpatel
Contributor
Contributor

I agree with all concerns raised here about not being able to view closed cases.  Closed cases are gold mine of data to find solution for repeating old issues without spending lot of time over and over again trying to troubleshoot the issue.  Please keep our ability to access closed cases intact.  What Qlik has to gain by not making old closed cases available? 

549 Views
DWH2Go
Contributor III
Contributor III

Big Concerns:

  • Privacy - we need to ensure our cases are only visible to our corporate users.  How can we validate that when the usernames are not the email addresses?
  • Open cases - all info need to be moved including attachments.  Once the old case system is removed, all that info will be gone forever.  At least it should be kept in Salesforce forever if it can't be moved so it can be accessed by Qlik.
  • Closed cases - want these migrated to the new portal!  This is an important resource for searches, finding auto-closed cases, etc.

 

509 Views
Hrishikesh
Contributor III
Contributor III

I second the opinions mentioned above by multiple users.

This is the 3rd support cases migration we are seeing from Attunity/Qlik in the past 2 years and the last couple of migrations were not smooth as we lost context of the current cases along with the history.

My concerns are:

- Losing context history, attachments on our existing open cases which is very bad

- Losing closed cases history, as every once in a while we see regressions of prior issues which were closed and having the old context helps

How can you ensure that customers like us don't lose anything from this migration?

480 Views
mjht
Contributor III
Contributor III

I also agree with the many members who have expressed concern at losing the history of closed cases.  It will be of no use to have us ask "the agent" to wade thru all old cases when we would have to have them try multiple search keywords.  There mus be a way to migrate a portion of the closed ticket info - perhaps the ticket numbers, dates and relevant comments between agents & submitter - at least that would allow us to search the contents ourselves and THEN if we need an attachment or some other information that was with the ticket - we could provide the agent a specific ticket to look at.

This would actually be beneficial to qlik in the following ways:

it would allow us to not take up the agent's time surfing around in our old ticket content looking for a needle in a haystack.

we will be the first to report if a prior fixed issue was regressed into a newer release.  Without the context of our old tickets, that won't be possible.

sometimes qlik had asked me to close cases without a resolution stating "you can always re-open the case if the issue happens again" ... well ... if I had known I would lose the ticket at some point because it was closed (unresolved) then I would have kept it open.

364 Views
mehdibassam
Partner
Partner

Echoing everyone else's thoughts - losing case history is a massive concern as it serves as a knowledge base for us. There must be a way to either preserve or export case history. otherwise it will be an issue. 

330 Views
Katie_Davis
Digital Support
Digital Support

Thank you all for your responses and feedback to our big Community Support Portal move on October 4th.

We've heard your feedback and want to ensure everyone that we are working on a process for you to request closed case data. On Thursday's blog post, 9/30/21, we will be sharing the process and a step by step Knowledge article and template for submitting these requests. 

We'd also like to emphasize that any case closed after October 4th will automatically be visible in your organization's case portal. We appreciate your patience during this time!

221 Views