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MVP

Trouble opening a case through link on Airheads

I just followed the link (as I always do) to open a ticket and after dutifully filling in the blanks, click 'Submit' and the page reloads, but doesn't move on to actually open a case.

 

I was going to assume that it was just me, but saw in another threat that someone else had the same experience.

 

I know Firefox released an update this morning (or at least my browser niticed it and upgraded this morning) so that may well be it.

 

Any one else got the problem?

--Matthew

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Regular Contributor I

Re: Trouble opening a case through link on Airheads

I myself always call in my cases OR use the email option.  support@arubanetworks.com and they will open the case for you in a matter of minutes.

MVP

Re: Trouble opening a case through link on Airheads

I have several ways I can open a case, I just use the web page so that all the data TAC will ask for is already entered (they usually ask anyway - sigh.) and when I noticed others had the same problem I figured a thread on the topic would be a good place to see if anyone else was seeing the problem.

 

So, am I the only one (actually I found two others who mentioned it in other threads) who's had an issue submitting a ticket in the support site?

 

I'm running firefox 40.0.3 on Windows 7

--Matthew

if I've helped, please give kudos
if I've provided a solution, please mark the solution so others can find it
Contributor II

Re: Trouble opening a case through link on Airheads

Matthew, thank you... I'm experiencing exact same frustration.

 

You know you're in trouble when the support form is convoluted...

 

capture.52+.png

Guru Elite

Re: Trouble opening a case through link on Airheads

Major and minor version are tied to the product you're opening a ticket on..



Site and partner ref ID are optional for your reference.

Tim Cappalli | Aruba Security TME
@timcappalli | timcappalli.me | ACMX #367 / ACCX #480
Guru Elite

Re: Trouble opening a case through link on Airheads


the.sleeper wrote:

Matthew, thank you... I'm experiencing exact same frustration.

 

You know you're in trouble when the support form is convoluted...

 

capture.52+.png


the.sleeper,

 

Please let us know what fields are convoluted.  Just like ascott said above, you can just send an email and we will open it up for you.  The fields you show us allow us to track specifics about cases.

 



Colin Joseph
Aruba Customer Engineering

Looking for an Answer? Search the Community Knowledge Base Here: Community Knowledge Base

MVP

Re: Trouble opening a case through link on Airheads

My problem is still ongoing. TAC has contacted me a few times to test, and it continues not to proceed when I click 'submit'

--Matthew

if I've helped, please give kudos
if I've provided a solution, please mark the solution so others can find it
Guru Elite

Re: Trouble opening a case through link on Airheads

msabin,

 

Please let us know if you are having problems opening cases via email while they zero in your issue.



Colin Joseph
Aruba Customer Engineering

Looking for an Answer? Search the Community Knowledge Base Here: Community Knowledge Base

Contributor II

Re: Trouble opening a case through link on Airheads

Thanks Cappalli...
I think my point is that a site with good UX doesn't let the user wonder...
but thanks for your help.
MVP

Re: Trouble opening a case through link on Airheads

No problem with e-mail or cases opened through the support.arubanetworks.com page, just the links here on Airheads.

--Matthew

if I've helped, please give kudos
if I've provided a solution, please mark the solution so others can find it