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Fortify Support is moving -- Upcoming changes to the Fortify Case Management System

     

 

           

 

 

 

Fortify Support is moving

   

 

January 16th, 2018

 

Dear Fortify User,

This communication is to inform you of an upcoming change to our Fortify Support case management system. 

 

What is changing?

In our ongoing effort to deliver a high-quality, responsive support experience, Fortify Technical Support is aligning with current Software Business Support operations as part of our move to Micro Focus.

In the first quarter of 2018, the Fortify Support case and knowledge management system will transition from the Fortify Support Portal to Micro Focus’s Software Support Online portal.  Software Support Online (SSO) provides a fast and efficient way to access the interactive technical support tools needed to manage and optimize your business.  On the transition date, open Fortify support cases, cases closed in the last two years, and all knowledge solutions previously found on the Fortify Support Portal will transfer to the Service Request and Self Solve sections of SSO.

 

What action is required?

At this time there is no action required by you. 

Additional communications will be sent as we approach the transition date with instructions, quick start guides and information regarding the Micro Focus Software Support Online portal to help you prepare for this transition.

Many thanks,

   

 

   

 

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 Get ready for the Fortify Support move to Software Support Online

   

 

January 22nd, 2018

 

Dear Fortify User,

Recently I reached out to inform you that Fortify Support systems will be moving. I would like to provide you an update and additional information that will help to make the move a seamless transition.

 

What is changing?

As mentioned previously, in the first quarter of 2018, Fortify Support’s case and knowledge management system will transition from the Fortify Support Portal and begin utilizing Software Support Online. On the transition date, currently open Fortify support cases, cases closed in the last two years, and all knowledge solutions previously found on the Fortify Support Portal will transfer to the Service Request and Self Solve sections of Software Support Online.

Post transition time, support case creation via email to fortifytechsupport@hpe.com will no longer be supported.           Please reference the available instructions for information regarding case creation on the Software Support Online portal.

 

What action is required?

In preparation for use of Micro Focus Software Support Online, please follow the linked instructions to create and validate your Software Passport. Your SAID(s)/Subscription Name will serve as a contract identifier, allowing access to restricted areas of the site, based on the products purchased.  Note that this should be performed by each individual requiring access to the new system, so please share this information with the relevant contacts within your organization.

If you have additional questions or concerns about the upcoming transition or how to get set up on the new support site, please contact us by initiating a Support Chat or submitting a Service Request via Software Support Online.

Note that, for now, you will continue to create technical cases related to Fortify product functionality using the existing address and Fortify Support Portal. We will keep you updated as we progress toward the final transition.

Many thanks,

 

 

 

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 Are you ready for the Fortify Support move?

   

 January 29th, 2018

 

Dear Fortify User,

This communication contains important information and required actions to prepare for the upcoming change to the Fortify case management system.   Taking action now will help to ensure a seamless transition.

 

What action is required?

To get started with Micro Focus Software Support Online resources, please follow the instructions to create and validate your Passport account. Your SAID(s)/ Subscription Name will serve as a contract identifier allowing access to restricted areas of the site.   If you need assistance in obtaining your SAID/Subscription ID please contact the Software Support Online Chat team.

Note that these actions should be performed by each individual requiring access to the new system.

As you build your Passport account, please take this opportunity to configure your SSO notifications and subscribe to our Product Announcements board to receive notifications on new product releases.  You may log into this page using the Passport account you created.  This action is required in order to receive notifications regarding new product releases in the future.

If you have questions or concerns about the upcoming transition or about how to get set up for success in our new location, please contact us by initiating a Software Chat.

 

Micro Focus is dedicated to resolving your software product issues and helping you gain the most value possible from our product solutions.  Aligning our operations with standard Micro Focus Software Support practices will drive improvements in our ability to respond, no matter when, where, or how the request is entered, providing a consistent experience across our product families worldwide.

 

Many thanks,

Please reach out to me directly if you have any questions.

Thomas Palmeri
Head of Fortify Customer Support
thomas.palmeri@microfocus.com

 


While you cannot reply to this email, you can contact us through our Software Support Online portal for assistance. Micro Focus is committed to respecting your privacy. For specific guidelines, read Micro Focus privacy policy. © 2018 Micro Focus, L.P. The information contained herein is subject to change without notice.

The Lawn, 22-30 Old Bath Road

Newbury, Berkshire

RG14 1QN, UK

+44 (0) 1635 32646

+44 (0) 1635 33966

microfocus.com

   

 

   

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Getting to know the new Support portal

   

 

February 5th, 2018

 

Dear Fortify User,

As communicated before, this message contains important information and required actions for continued use of the Fortify Technical Support resources after February 19th, 2018.

 

What is changing?

In our ongoing effort to deliver a high-quality, responsive support experience, Fortify Technical Support is aligning with current Micro Focus Software Support operations.

Beginning February 19th, 2018, the Fortify Support case and knowledge management system will transition from the Fortify Support Portal and begin utilizing Micro Focus’s Software Support Online. Software Support Online (SSO) provides a fast and efficient way to access the interactive technical support tools needed to manage and optimize your business. On the transition date, currently open Fortify support cases, closed cases for the past two years, and all knowledge solutions previously found on the Fortify Support Portal will transfer to the Service Request and Self Solve sections of Software Support Online.

For licensing and software requests, please proceed to our Licensing & Software Download Portal. (US Government Agency Portal here.)

This table shows the new location of the Fortify Support Resources beginning February 19th, 2018:

 

Today on Support.Fortify.com                            Beginning February 19th, 2018

Case Management                                               Service Request Management on SSO

Knowledge Articles                                              Self-Solve Knowledge on SSO

Static Code Analyzer RulePacks                            Support.Fortify.com

Premium Content                                                 Support.Fortify.com

Downloads                                                           Licensing & Software Download Portal (US Gov Agencies)

Documentation                                                     Documentation on Protect724

Fortify Community                                                Protect724

Product Announcement emails                              Subscribe to Product Announcements Board

Notification Management                                      Service Request and Document Notifications

 

What action is required?

In our previous communications you received information on preparing for this change.   If you have not yet taken these actions, please do so prior to the transition date.

To get started with Micro Focus Software Support Online resources, please follow the instructions to create and validate your Software Passport account. Your SAID(s)/Subscription ID will serve as a contract identifier, allowing access to restricted areas of the site, based on the products purchased. You will also want to subscribe to our Product Announcements board to be notified of new releases in the future.

Note that these actions should be performed by each individual requiring access to the new system.

If you need help locating your SAID/Subscription ID, please inquire via Chat or by opening a Service Request of the “Investigate Contract” type, after registering for your Passport.

If you have additional questions or concerns about the upcoming transition or about how to get set up for success in our new location, you may contact us by initiating a Support Chat or submitting a Service Request via SSO.

Micro Focus is dedicated to resolving your software product issues and helping you gain the most value possible from our product solutions. Aligning our operations with standard Micro Focus Software Support practices will drive improvements in our ability to respond, no matter when, where, or how the request is entered, providing a consistent experience across our product families worldwide.

 

Many thanks,

Please reach out to me directly if you have any questions.

Thomas Palmeri Head of Fortify Customer Support thomas.palmeri@microfocus.com

 

While you cannot reply to this email, you can contact us through our Software Support Online portal for assistance. Micro Focus is committed to respecting your privacy. For specific guidelines, read Micro Focus privacy policy. © 2018 Micro Focus, L.P. The information contained herein is subject to change without notice.

Micro Focus UK Headquarters

The Lawn, 22-30 Old Bath Road

Newbury, Berkshire

RG14 1QN, UK

+44 (0) 1635 32646

+44 (0) 1635 33966

microfocus.com

 

 

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Fortify Support is moving today

   

 

February 16th, 2018

 

Dear Fortify User,

 

On Friday February 16, 2018 starting at 5:00 pm PST time, the option to open or modify an existing Fortify Support case via email or through the Fortify Support Portal will be disabled.  This is in preparation for the previously communicated transition of the Fortify Support Portal to Micro Focus’s Software Support Online portal (SSO).

 

Migration will be completed by Monday February 19, 2018 at 6:00 am PST time. After that time, you will begin to access your open and closed cases in Software Support Online.

 

If you need to open or update a case during the migration period, please follow the steps below.

 

To create a new case, there are two options:

 

If it is critical to update an existing case during this time period:

  • Contact Software Support via Software Chat or Phone and provide your existing case number.  A new case will be created for you, referencing that case number.

 

If you have questions or concerns about the transition or how to get set up for success in our new location, please contact us via Software Chat.

 

This table shows the new location of the Fortify Support Resources after February 19th, 2018:

 

Today on Support.Fortify.com

Beginning February 19th, 2018

Case Management

Service Request Management on SSO

Knowledge Articles

Self-Solve Knowledge on SSO

Static Code Analyzer RulePacks

Support.Fortify.com

Premium Content

Support.Fortify.com

Downloads

Licensing & Software Download Portal (US Gov Agencies)

Documentation

Documentation on Protect724

Fortify Community

Protect724

Product Announcement emails

Subscribe to Product Announcements Board

Notification Management

Service Request and Document Notifications

 

Many thanks,

Thomas Palmeri
Head of Fortify Customer Support
thomas.palmeri@microfocus.com

   

 

 

 


While you cannot reply to this email, you can contact us through our Software Support Online portal for assistance. Micro Focus is committed to respecting your privacy. For specific guidelines, read Micro Focus privacy policy. © 2018 Micro Focus, L.P. The information contained herein is subject to change without notice.

Micro Focus
UK Headquarters

The Lawn, 22-30 Old Bath Road

Newbury, Berkshire

RG14 1QN, UK

+44 (0) 1635 32646

+44 (0) 1635 33966

microfocus.com

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