1. Technical Support (TS) Cases:

You can continue to submit Technical Support cases through the Support Portal using the standard case creation forms. While the layout has been refreshed, the overall functionality remains unchanged. If your company has multiple product sets, you will now be prompted to select the appropriate product set during case creation. 

2. Customer Service (CS) Cases via Live Chat:

All Customer Service requests will now be handled exclusively through Live Chat support, ensuring you receive focused assistance for non-technical issues. This includes: 

• Login/Access issue
• Support Portal
• Access to product Downloads
• My Support Cases
• Technical Support for existing cases
• Something else 

3. User Registration:

The user registration form has been removed from the Support Portal, empowering customers to self-service user roles. Your Company Administrator can add, modify, or update existing user roles directly within the Support Portal. If you don't know who your Company Administrator is or encounter any issues, please reach out via Live Chat for assistance.  

4. Product Not Found:

If you do not see an expected product listed when attempting to create a case, please contact the Customer Service team via Live Chat for further assistance. The CS team will help you create the correct Technical Support case. 

5. Partner & End User Association: 

Partners can now be associated with their end-customer accounts, allowing them to manage cases on behalf of those customers. A single contact can now be linked to multiple accounts without a change in email domain ID. 

6. Knowledge Base (KB) Feedback:

Any feedback submitted on KB articles will generate follow-up tasks for the KB authors to review and address.

Starting November 15, the TIBCO Support Portal will introduce some new features and workflow enhancements. Below are the details of what’s changing.