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

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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
john_oll
Partner
Partner

"Unfortunately, due to differences in the data model between the old and new platforms, we are not able to migrate closed cases. "

Sounds like something we do every day with ease, thanks to the amazing Qlik software.
If that is the only reason:
Please contact our sales team if you want to hire our consultants to do it for you.   😂

487 Views
john_oll
Partner
Partner

The current/old support system still has the Salesforce back end, I guess?

470 Views
john_oll
Partner
Partner

On suggestion/hope for the new support portal:
PLEASE make those AMP and subscription cases from the customers possible to "share"/"open" with "their" partner.

Because in our experience the current exclusion of the partners from the support system is a minor nightmare, both  for the partners and customers.

440 Views
jeremyseipel
Partner
Partner

Can Qlik at least reopen all of our old cases, let them migrate over to the new system, then close them after October 4th?  Seems like that is something scriptable on Qlik ends that lets us keep our content and move to the new portal.

358 Views
barryharmsen
Partner
Partner

 

Unfortunately, due to differences in the data model between the old and new platforms, we are not able to migrate closed cases.

LOL 😂 Perhaps you should talk to these guys: https://www.qlik.com/us/data-migration/database-migration-tool

The lesson here is that you should always log your Qlik cases, conversations and solutions in your own ticket system / knowledge base as well. The organizational memory of Qlik is famously documented in the documentary Memento, you're only ever one Qlik Community, Partner Portal, Support Portal, Dev Portal makeover away from losing all those useful, insightful, handy posts, articles, tools, white papers, blog, solutions, etc. These redesigns happen every 18 months or so, so if you think you might need it again, make a copy.

315 Views
Katie_Davis
Digital Support
Digital Support

Hi All,

This was touched on in Thursday's Support Updates post, but wanted to comment here as well in case some of you are following this particular thread.

For anyone who would like a data export of their cases that were closed before our Oct. 4 migration, please submit a case and choose the selections illustrated in this knowledge article. 

Thank you,

Katie

204 Views