If your first instinct when opening a support request with us is to pick up the phone, we want to tell you about some behind the scenes changes we’ve been up to, to make the alternative — opening your request online — much more appealing. And we’re pretty excited about it!
Now, when you login to my.vmware.com, right there on the main page, you’re going to see this graphic. Try clicking that blue button and see what we’re talking about.
First, you’ll be prompted for your product from a pick list. Once you’ve done that you’ll begin to see the wizardry we’ve implemented. Let’s try a quick sample. My VMware asks us to type –in plain language– the nature of our issue. Okay, we want to know how best to do an upgrade.
As we typed this in, algorithms began churning away, not only live-updating a presented list of relevant KB articles, but also providing a confidence score that your issue can be resolved by that KB. Cool right?
Note: While a large number of our products are now setup to work, more are soon to come.
Try it out right now just to see how good our new technology is at solving issues.
My VMware will be undergoing a scheduled system maintenance on Saturday, April 11th, 2015. During the time indicated below, you will not be able to place orders or download products. myLearn login and class registrations will also be restricted.
This video discusses and demonstrates how to find your Customer Number in My VMware.
The Customer Number is a 10-digit numeric unique identifier that is assigned to each customer. The Customer Number is created when you create a My VMware profile or when a new order is placed for users that do not have a My VMware profile. Customer Numbers are unique to individuals (similar to a personal identification number).
You can use your Customer Number to:
Log in to My VMware
File Support Requests by phone using the interactive voice response system (IVR)
When working directly with a Customer Service Representative
Once again this year, the folks behind Knowledge Experience are coming to VMworld to showcase all the new things we’ve been up to since last year. I am sure you are asking why it is called Knowledge Experience – we have a new mission and vision and that is to provide contextual content to the customer to ensure they can solve their issue before they need to create a service request – we are looking for your insights and feedback on how you would like to see this.
Some of you will remember the great vSphere networking posters we were handing out last year. We’re happy to announce we have another one – this time for VMware View. All the interconnecting ports/protocols… these look great on the wall! To get yours, come say hello to Rick Blythe at the VMware Communities Info Desk in the Hang Space during these times:
Monday: 11am – 2pm
Tuesday: 11am – 2pm
Wednesday: 1pm – 4pm
That’s not all — in the Solutions Exchange Sharon, Robyn, and Rick have two demos for you:
New My VMware Web Portal prototype
New My VMware iPhone App prototype
We’re really pumped to hear what you have to say about how we can provide you more contextual content to help you solve problems before creating a support request and therefore reducing your time and effort so that you can get back to your day jobs – We’ll be right next to the My VMware pod. Our pod is titled:
Using Knowledge to Get Answers Quickly
Leverage online self-help support
Prevent or resolve problems quickly
Provide input to new concierge model
We hope you drop by; we’d love to hear what you think!
VMware will be performing a system upgrade to several VMware Support Web applications on Friday, April 11th, 2014 from 7:00PM to 7:45PM Pacific Time. If you need to file a high severity support request while the upgrade is in progress, please call VMware Technical Support for assistance. Because of this maintenance window, you may experience longer than normal wait times on the phone. We encourage you to submit your lower severity support issues via the online case logging option once the website becomes available again.
While this upgrade is in progress, you will be unable to:
Access or manage your VMware account
Submit support requests online
Download, purchase or register VMware products
Manage VMware product licenses
Download, purchase or register VMware products Manage VMware product licenses
Today we have a new My VMware video which discusses and demonstrates Adding and removing users in My VMware.
In this tutorial you’ll learn:
How to share folders with existing account users
How to invite new users to folders and Subscription Services, and accounts
Remove users from folders, Subscription Services, and accounts
If you see users missing from your account or there are users you do not recognize, it is likely because My VMware provides a comprehensive view of your organization’s product support and users with VMware. All users that previously had access to licenses and contracts are converted to My VMware and associated with the account that owns the licenses.
If you think a user is missing, first check all the accounts you are associated with to ensure a missing user is not located in another account. If the user is not in another account, contact your Super User as they have complete visibility into the account.
Following on from our post yesterday, here is another video which discusses Super Users and Procurement Contacts in My VMware and demonstrates how to find their names and email addresses, and how to change the users who have these roles.