We are pleased to announce several exciting new features connecting Airheads, Aruba Support Center and Partner Center. If you have a valid support contract with Aruba Networks, you now have the ability to submit a new support request, view and update existing support cases from the Airheads community. After logging into Airheads with an entitled Single Sign-On account, you will see three new buttons on the right hand column of the community home screen.
The “Create Case” button allows you to enter a new support request directly from the community. After the case creation window opens, type your question in the subject line. A list of search results from Aruba Networks’ Online resources (Airheads, Support Center and Corporate Website) will automatically appear. Click on the search results to see if they provide relevant information related to your question. If you are unable to find a suitable answer in these search results, simply complete rest of the required fields and click on “Submit” to enter your support case.
The “View Case” button allows you to view existing support cases under your account. Clicking on this button will take you to either the Support Center or Partner Center (depending on your account entitlement status).
View Case In Support Center
View Case in Partner Center
The “Download Software” button will take you directly to the Support Center software download area:
In addition to these new features, you may now submit a support case directly from your community post. A “Create Case” button will appear on the upper right-hand corner of your post if it has not yet received a reply after 48 hours. To forward your post to the support team, simply click on “Create Case”, fill out all of the required fields and click “Submit”.
You need to access Airheads with an entitled email address in order to take advantage of these new support integration features. To change your Airheads email address to an entitled company email address, click on the “Activate Support” button on the right hand column of the community home page.
A pop-up screen will appear, asking you to confirm your decision to change your account email address:
Click on “Update User Information” and update the form with your entitled company email address.
A confirmation email will be sent to your new email address. Follow the instructions in the confirmation email to complete the process. After logging out and logging back in with your entitled email address, you will be ready to use these new support integration features in Airheads!
We hope you enjoy these new support integrations. Please leave your feedback and questions in the comment section below.
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.