Header Only - DO NOT REMOVE - Extreme Networks

New Portal


Userlevel 4
I am having issues with the new portal. First, finding a link off the extremenetworks.com page is not easy. The support link takes you to the old support page. Then clicking on case manager takes you to the transition page and then you have to figure out to open a case you need to click on downloads and licenses link to get the new portal login.

Add to that all the links I tried in the knowledge base are now invalid.

Any hope of cleaning all this up?

13 replies

Userlevel 4
My first attempt to create a case ends with
404
Sorry, we're unable to locate the page you are looking for.Error occurred while loading a Visualforce page.
Userlevel 6
Curtis Parish wrote:

My first attempt to create a case ends with
404
Sorry, we're unable to locate the page you are looking for.Error occurred while loading a Visualforce page.

When you click on "create"? From the Extreme Portal's Case Management?
https://extremeportal.force.com/ExtrCaseManagement
Userlevel 4
Curtis Parish wrote:

My first attempt to create a case ends with
404
Sorry, we're unable to locate the page you are looking for.Error occurred while loading a Visualforce page.

no it was going from service level to details in the create case process.

The new portal is way too clicky. I do not like going through five pages to open a case and then have to click through three tabs to see all the information of an open case. I griped about this during the portal beta and quit using it.
Userlevel 6
Curtis Parish wrote:

My first attempt to create a case ends with
404
Sorry, we're unable to locate the page you are looking for.Error occurred while loading a Visualforce page.

Thanks for the honest feedback Curtis. The new workflow does have more clicks, but it's also streamlined to only ask questions pertaining to the the support case type you're working on.

We hope to win you over eventually and will continue to improve as we go.

Please let us know if you see that 404 error again.
Userlevel 6
Hey Curtis,

My apologies for the poor navigation to the new Extreme Portal -- https://extremeportal.force.com

We'll get the transition page updated with better guidance -- http://www.extremenetworks.com/esupport-transition/

Ultimately, the Support Portal page (http://support.extremenetworks.com) still will guide you to the right resources. However, it's not ideal until we can retire these legacy systems entirely. The good news is, with eSupport out of the mix, we're half way. Extranet is next.

As you find things that look off or do not work, please let us know. We'll stay after it until we get it right.
Userlevel 4
Ryan Mathews wrote:

Hey Curtis,

My apologies for the poor navigation to the new Extreme Portal -- https://extremeportal.force.com

We'll get the transition page updated with better guidance -- http://www.extremenetworks.com/esupport-transition/

Ultimately, the Support Portal page (http://support.extremenetworks.com) still will guide you to the right resources. However, it's not ideal until we can retire these legacy systems entirely. The good news is, with eSupport out of the mix, we're half way. Extranet is next.

As you find things that look off or do not work, please let us know. We'll stay after it until we get it right.

I see the transition page has been updated with better links. Thanks.
Userlevel 6
Ryan Mathews wrote:

Hey Curtis,

My apologies for the poor navigation to the new Extreme Portal -- https://extremeportal.force.com

We'll get the transition page updated with better guidance -- http://www.extremenetworks.com/esupport-transition/

Ultimately, the Support Portal page (http://support.extremenetworks.com) still will guide you to the right resources. However, it's not ideal until we can retire these legacy systems entirely. The good news is, with eSupport out of the mix, we're half way. Extranet is next.

As you find things that look off or do not work, please let us know. We'll stay after it until we get it right.

Thanks Curtis. We'll keep working on it. I know navigation is not yet where we want it. Four websites that make up the Support Portal experience will be 1 eventually.
Userlevel 4
Since I am in grip mode... I do not see a way to export the case list to a file. I track some of them in an excel spreadsheet.
Userlevel 6
Curtis Parish wrote:

Since I am in grip mode... I do not see a way to export the case list to a file. I track some of them in an excel spreadsheet.

Thanks Curtis and keep it coming.

We don't have an export function on the Extreme Portal's Case Management feature yet. I'll take this as your endorsement for doing so in the future.
Userlevel 4
Completing my first RMA on the new portal. This is a continuation of a previous problem that at one time in the past had been fixed. The original case shows the case number of the RMA case but the RMA case does not show the case number of the original case. I should not have to click through all of the original cases to match the RMA number on the box to the problem it belongs to.

The RMA cases that are opened also do not show up in my case list unless I search specifically for the RMA number.

Not a portal problem but does add to the fun.
The box does not have the RMA number clearly labeled. (the number closest to "RMA" is not the RMA number)
Userlevel 6
Curtis Parish wrote:

Completing my first RMA on the new portal. This is a continuation of a previous problem that at one time in the past had been fixed. The original case shows the case number of the RMA case but the RMA case does not show the case number of the original case. I should not have to click through all of the original cases to match the RMA number on the box to the problem it belongs to.

The RMA cases that are opened also do not show up in my case list unless I search specifically for the RMA number.

Not a portal problem but does add to the fun.
The box does not have the RMA number clearly labeled. (the number closest to "RMA" is not the RMA number)

Hey Curtis,

Let's talk through this. Make sure I follow your feedback.

All your RMA(s) will pull up using the "Advanced Filter" option in Case Management. This is easiest way to see the entire list.



In terms of the list view, there is a Case Management Hierarchy to keep in mind on the new portal. I've illustrated the relationship below.



If you do search for the RMA Number directly, it will show as a case and lose the hierarchy to it's parent case. This is a temporary situation that is slated to be fixed in the future and may explain your experience here. Is that what happened?
Userlevel 4
Curtis Parish wrote:

Completing my first RMA on the new portal. This is a continuation of a previous problem that at one time in the past had been fixed. The original case shows the case number of the RMA case but the RMA case does not show the case number of the original case. I should not have to click through all of the original cases to match the RMA number on the box to the problem it belongs to.

The RMA cases that are opened also do not show up in my case list unless I search specifically for the RMA number.

Not a portal problem but does add to the fun.
The box does not have the RMA number clearly labeled. (the number closest to "RMA" is not the RMA number)

Yes, that is what happened. If a separate a case going to be created for an RMA the references need to be fully circular. At the minimum just a note in the RMA case that references the original case would be helpful. Also, the RMA has been created as a case so don't know why it would not show up in the case list without searching. It is the one that should have the green RMA flag out to the right.
Userlevel 6
Curtis Parish wrote:

Completing my first RMA on the new portal. This is a continuation of a previous problem that at one time in the past had been fixed. The original case shows the case number of the RMA case but the RMA case does not show the case number of the original case. I should not have to click through all of the original cases to match the RMA number on the box to the problem it belongs to.

The RMA cases that are opened also do not show up in my case list unless I search specifically for the RMA number.

Not a portal problem but does add to the fun.
The box does not have the RMA number clearly labeled. (the number closest to "RMA" is not the RMA number)

Got it. I agree and we're working to ensure search maintains the case hierarchy.

A RMA Case will always be a sub-case to the Case/Escalation. That ensures a single case number per transaction with GTAC.

Reply