This FAQ addresses common questions about the upcoming TIBCO Support Portal migration to a new CRM system, scheduled for November 11, 2024.

It provides information on the cutover plan, login credentials, new features, and how to navigate the updated system.

What is changing with TIBCO Support?

A: The TIBCO Support Portal is moving to a new CRM (Customer Relationship Management) system. The new site will offer improved case filtering and reporting features, while keeping the familiar tab-based navigation through our menus. 
 

Can I get a preview of the new system? 

A: Absolutely! Check out the complete overview below. You can familiarize yourself with the system before the big launch!

When will this migration happen?

A: We are targeting to go live between Nov 8th to Nov 11th
 

What is the cutover plan?

A: The Support Portal will be offline from Friday, 8th Nov 5PM PST to Sunday, 10th Nov 4:00PM PST. Customers that require assistance from TIBCO Support during this window should follow the steps below:

• Visit support.tibco.com to find the weekend support line phone number.
• Leave a message with your name, account name, email address and phone number. Mention the existing case number or say "new issue" ff you are reporting a new issue
• TIBCO Support will contact you back and provide assistance.
• All activity during the upgrade period will be added to the new system on Monday, November 11th, and you'll receive a notification.

Will there be a change to the support URL?

A: No, the current URL (support.tibco.com) will stay the same

Will my existing login credentials still work after the migration?

A: Yes, you can continue to use your current login information.

What should I do after logging in post-go-live?

A: After logging in, we recommend you quickly confirm that your profile information and product subscriptions are up-to-date. 

Just click your initials in the top right corner, select "Manage your Profile," “Product Interests and Knowledge Base Subscription” and verify your details.

What improvements does the new system offer?

Reports: Downloadable reports provide a sharable view of your individual and company-wide support history.

Custom Case Views: Enjoy greater flexibility in how you view and manage your and your company’s support cases.

Streamlined Case Management

Clearer request types: Easily distinguish between customer service and product support requests.

• Customer service: For non-technical issues like user registrations, account queries, or contacting your account manager.
  • To create a case: Select "Create Case", choose "Product not found", then select "This case is not related to Product".
• Product support: For technical issues related to specific products, such as software bugs or installation errors.
  • To create a case: Select "Create Case" and choose the relevant product.

Improved Escalation Management: Faster resolution for urgent issues: Benefit from a more efficient escalation workflow, ensuring your critical requests receive prompt attention and are resolved quickly.

How can I find my previous cases in the new system?

A:  Existing Salesforce case IDs can be found in the Legacy Number field. After logging in, click on the Cases Menu select Legacy Number in the filter criteria and enter your old case number. 

If the Legacy number is not a visible column in your list of cases, you can modify your filter to include it.

I usually provide case updates via email. How can I provide email updates to my ongoing cases in the new system?

A: You will receive an email about your ongoing case on November 10th. It will have the new case number in the subject line. To provide email updates, simply reply to that email.

This ensures your email responses are tracked within the corresponding case in our new system. Replies to any older emails will not automatically update your case in the new system. Watch out for an email with this subject:

Subject: {Case#10101555}  - <Your Case Subject>

Who can I contact for assistance post go live?

A: If you need help or have any questions, please contact TIBCO Support via chat or by opening a new case.
 

Can I provide feedback on the new site?

A: Yes, your feedback is valuable! We encourage you to share your thoughts and suggestions about the new TIBCO Support site.

Please fill out this survey.

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TIBCO Support Customer Portal Migration FAQ