How to engage CA for a Arcot AOK cases

Document ID : KB000118719
Last Modified Date : 14/01/2019
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Introduction:
This document will guide one to file a case for CA Arcot
Background:
Customers should not use the Team-Arcot-CSE@ca.com and arcot-support@ca.com to open a new Arcot A-OK case. 
Environment:
AOK Hosted Webfort and Riskfort envrionment
Instructions:
How to Register for CA Support

1. Ensure that you are registered as a CA Enterprise on support.ca.com.  Use this link to find the step by step guide to register as a Enterprise user. - 
https://communities.ca.com/docs/DOC-231172310-cacom-enterprise-user-registration-step-by-step-guide

2. It will take 24-48 hours to activate to complete the registration process. 

3. Always keep your top siteid handy and if any issue you may call 1 800 225 5224  (1 800 CALL CAI) to contact Customer Care and they will be glad to help you.


How to file a new CA Support case for AOK (Webfort or RiskFort) 

1. Post a successful registration. Please use the portal support.ca.com and  login using you your support.ca.com credentials on such a screen. 


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2. Once logged in, please select the "CASE MANAGEMENT" as shown below 

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3. On the next screen as shown below select "Create New Case" and provide the Product as "CA Secure SaaS- Arcot A-OK (Webfort) as shown below:

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Important Note: 

If for some reason in the Product drop down selection  "CA Secure Cloud SaaS-Arcot A-OK  (WebFort)" does not show up then please do the following: A screen shot follows 

a. Set product to "CA SUPPORT PORTAL"  
b. Set Title with this text "This an AOK Webfort case - Please assign accordingly - Create a new CSR Admin ID"  - Note in this case "Create a new CSR Admin ID" is the issue for which you filed the case. 
c. In the description mention a case (if available) that exists for your company - Example SC Case #01254777 

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4. Provide the "Title" and "Description" Provide the Severity of the case. Scroll down and click on "Submit" to create the new case. 

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Additional Information:
Please  DO NOT use the email approach to open A-OK cases for CA SaaS A-OK Webfort as that can lead to a significant delay in processing of the issue.