How to you create a ticket?

Creating cases

To create or open a case:

1. Go to the Broadcom Support Portal.
2. In the upper-right menu, click Login.
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3. In the left menu, click My Cases. The case management page opens.
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4. In the upper-right menu, click Create Case.
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5. Update all the necessary fields to create a case

NOTE: You can update the "Work Location" from "Manage Your Profile" to set the region for the desired support business hours.

1. Select the case type according to the issue: Technical or Non-Technical
   • The Product can be selected from the drop-down, it will provide the entitled product list associated with the Site id.
     • Broadcom Federal customers please reference Creating Federal Broadcom Technical Support Cases
   • Users can select the priority in this field, if selecting P1, users must update the business impact field to capture the production down status.
   • You can also update the search box and the filters in the search box.
   • Click Submit. After case submission, a case is created with the case number and other case details.
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Managing cases

To manage an existing support case:

1. Go to the Broadcom Support Portal.
2. In the upper-right menu, click Login.
3. In the left menu, click My Cases. The case management page opens.
4. Access cases from the My Open Cases, My Cases, or All Cases tab.
5. Select the appropriate button to perform a variety of actions on the case including:
   • Add Comment
   • File attachment
   • Refresh
   • Download PDF (Use this option to download the case information PDF)
   • Download Word  (Use this option to download the case information in Word format)
   • Raise Management Concern
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6. To edit the Severity, Business Impact, click the pencil icon.
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7. Find the Unified History, Comments, Knowledge, and Related Content tabs at the bottom of the case record.