topic Re: How to check the support coverage details from new checkpoint usercenter page in Firewall and Security Management

How to check the support coverage details from new checkpoint usercenter page

Arun_R — Sun, 16 Dec 2018 17:35:47 GMT

Hi all,

Myself is Arun and I am working one of the CCSP company of checkpoint.

Here I am facing a little challenge to find the support coverage details for each customer when they are raising a case with us.

Usually, we use checkpoint portal new service request page to check the support details (like support coverage, expiration date, Company Name and matches of an Account ID and MAC address etc.,)

But in the new usercenter portal I am unable to grab those details apart from CCSP team and customer company.

Due to this, We are unable to find the details what we are looking for in order to check.

Do we have any other way to check those details apart from this portal any specific portal?

PS: I really appreciate the team, who works in this new portal which is extremely cool.

- Arun.R

Re: How to check the support coverage details from new checkpoint usercenter page

PhoneBoy — Mon, 17 Dec 2018 02:01:42 GMT

We just launched the new support portal in the last 24 hours or so--glad you like it

That said, there are a few known issues that we are working to resolve.

I've forwarded your feedback to the relevant parties, who may contact you for more details.

Re: How to check the support coverage details from new checkpoint usercenter page

Shehan_Wickrama — Mon, 17 Dec 2018 06:48:02 GMT

Is this the one you are looking for?

Re: How to check the support coverage details from new checkpoint usercenter page

Arun_R — Mon, 17 Dec 2018 07:00:03 GMT

Hi Shehan,

Thanks for sharing this info.

When I checked here I got only Account Id, Account Rate, Support Coverage, Renewal Date but couldn't able to find the customer company details.

- Arun.R

Re: How to check the support coverage details from new checkpoint usercenter page

Arun_R — Mon, 17 Dec 2018 07:01:08 GMT

And In addition, we could not able to raise any New SR from the portal.

- Arun.R

Re: How to check the support coverage details from new checkpoint usercenter page

Shehan_Wickrama — Mon, 17 Dec 2018 07:04:58 GMT

Did you check on my My Account Section?

Weird I just created a SR

Re: How to check the support coverage details from new checkpoint usercenter page

Arun_R — Mon, 17 Dec 2018 07:07:21 GMT

Yes it is, Due to this, we are approaching over phone call in order to raise and update on the working/new tickets.

- Arun.R

Re: How to check the support coverage details from new checkpoint usercenter page

Ali_Korkmaz — Mon, 17 Dec 2018 07:36:08 GMT

Hello,

I can not view history of SR on new panel. Did anyone has viewed history of the case?

Regards,

Re: How to check the support coverage details from new checkpoint usercenter page

Arun_R — Mon, 17 Dec 2018 07:39:23 GMT

Nope, Even from our side, all engineers are not able to view either.

Re: How to check the support coverage details from new checkpoint usercenter page

Shehan_Wickrama — Mon, 17 Dec 2018 07:40:49 GMT

Hi Ali,

Even We cannot see the chat history either it's omitted from the new panel or its on it's way. You can check your email chat transcripts of old SR's but for new one I guess you can't

Re: How to check the support coverage details from new checkpoint usercenter page

G_W_Albrecht — Mon, 17 Dec 2018 09:12:02 GMT

I have found out that you can use the UserCenter Account and appliance MAC (that i got from Renewal process) after selecting other / other for Account and Asset, but this will not craete a ticket for the customer but always for the CCSP !

This is an impossible situation and makes creating a new service request a lot more complicated - the list is just the wrong one; if you go into an old SR#, just hoover over the customer, click Show All under Cases in Popup window and you get the case list for the customer. Above you see Accounts > Customer Name - after clicking on Accounts, a list is displayed that you would like to see upon opening SR#s.

This is a bit too much beyond good and evil ...

Re: How to check the support coverage details from new checkpoint usercenter page

G_W_Albrecht — Mon, 17 Dec 2018 13:26:09 GMT

Opening an RMA is now impossible - after last submit, activity circle keeps showing but no SR# is created (after 10min). Same issue when trying to use the technical support for asking for RMA or when opening a chat - even chat window will not open and only show activity...

Re: How to check the support coverage details from new checkpoint usercenter page

PhoneBoy — Fri, 21 Jun 2019 09:06:23 GMT

The canonical thread for the new support interface: https://community.checkpoint.com/message/35206-beyond-customer-success-hub

Re: How to check the support coverage details from new checkpoint usercenter page

aeronl12 — Mon, 15 Apr 2024 10:51:00 GMT

Hi, is there a guided video like this regarding on the Check Point Partner Map and Product Center? Wherein the guide on how to check the registered or licensed products in the Check Point Website, and the definitions of the terms. Thanks

Re: How to check the support coverage details from new checkpoint usercenter page

PhoneBoy — Mon, 15 Apr 2024 16:12:56 GMT

We host an FAQ related to PartnerMap on CheckMates (available to Partners): https://community.checkpoint.com/t5/PartnerMap-FAQ/tkb-p/partnermap-faq
Possible we have a video in there that has an overview, though I suspect it might not be current.

I will check with the relevant team.