kcearsYes I've used the new portal for a bunch of tickets. It usually takes a week to get a response, but it works for me otherwise. I'm doing our K2 migration tomorrow night and asked my Account Rep what the best way was to get support if something goes really wrong, and he said the portal is the way to do it, so I'm crossing my fingers and hoping I won't need support.
rfoucheGood luck! Hope yours doesn't blow up like ours did. Still don't have a resolution. 8pm CST started upgrade, 1:22pm CST the next day, still down.
Talk about cripppling!
ReedMikelSince the portal is not saving tickets that I attempt to create, I next tried to create one the old fashioned way thru my VSA. When you click on Create New Ticket, here's what you get:
As we continue to improve our service delivery, Kaseya Support is pleased to announce that it has begun transitioning over to Kaseya's Service Desk module which will provide us with a more robust and efficient system for handling customer incidents.
As of March 1st 2010 we will close down the existing system for incoming tickets. Customers will continue to have the ability to review history of tickets previously created in the 5.1 system but all new tickets must be raised via our Customer Portal (http://portal.kaseya.net).
The Customer Portal is open for business now, requiring only that you create an account at http://portal.kaseya.net from which you can administer others within your organization, setting permissions to suit requirements. To avoid the rush we encourage you to register at http://portal.kaseya.net and start benefitting from the new system.
We thank you for your continuous support and cooperation.
So, even though it is not yet March 1st (it's 2/25 in my time zone), they have shut off our ability to create tickets thru the VSA
lgarnierI'm really just curious, but what kind of problems are you guys having.. just a few examples..Rock
Be as clear in your problem description as possible. Include what "tab" and function you are utilising if applicable.
If you have any visible symptoms you can screenshot, do so and attach as a jpg attachment in the ticket.
If you use a non-standard port for your Kserver, provide the URL at the top of the ticket
Make sure you have clicked the "create" button on the System Tab, Request support tab recently as the old credentials seem to get lost in the transition to the new support portalI've opened five tickets this week and all five went straight to the specialists. With the time difference for Asia Pacific, it saves a day or two messing around with level 1 asking the basics.
I'm finding they are still fixing things and not necessarily updating the tickets. Maybe there are a lot of duplicate tickets from multiple installations and their time is better spent on rolling out the hotfixes.
Sometimes you need another set of eyes. What is the consistency with those machines if any.. Group Policy, stand alone..etc
Not sure how much help I'll be. We have had mixed results w/ patch mgt
(I was using my partners login, now I need to build my status back up)
I'm not a k newb. lol
ReedMikelI'm still on V5, so I'm sure that's been assigned a lower priority than K2 tickets. Just created my first ticket yesterday via the portal - no update as of yet. I'll bet anything it gets assigned to the same level 2 person who refuses to answer similar issues on tickets I created thru the VSA. We'll see if the portal is magical or not
lwolfI am having this problem too. The new Portal does not seem to save tickets, and there is no option to create tickets in the old VSA interface (just points to the new portal). uuuugggghhhhhh.