Current problems with new Support Portal

Dear Community Members!

I would like to inform you about current open problems in the new Support Portal.

1. Some customers are not visible for some partners when reporting support request

• We're working on the solution. Please enter the customer name in the request description field, if you cannot find it in the affected customer  field.

2. Error sending a new request for a some contacts

• We're working on the solution. Please post here if you also receive an error message when reporting new support requests.

3. Support request history of "old" requests is not available

• We're working on the solution. The history of requests which were migrated to our new system is not yet available. 

We will keep you updated on the current status here in the forum. You can report problems with the portal here too.

Viele Grüße / Best regards,
 

Matthias Wieland
Senior Director Support EMEA

DocuWare Europe GmbH

Update - 2. Error sending a new request for a some contacts
We were able to find possible reason for this error. An error always occurs when the problem description contains text in angle brackets e.g. [text] <text> [text] . This is often the case with log entries/error message texts. Please upload such error messages as a text file in the test data until we have fixed this issue.

Update - 2. Error sending a new request for a some contacts
We have implemented a fix. Critical symbols or characters are replaced now automatically when typed or pasted into description field.

Update 3. Support request history of "old" requests is not available
The former support request history will be available again in ~2 weeks as we can do migration tasks on weekends only.

am getting error below when Create new Support Request
You don't have the appropriate permissions.