In order to open a new support ticket by yourself, attach files to existing support tickets, or download CA products, you are required to have 'CA Support' access. When first registering on CA Support Online, you are initially only entitled to 'Basic Access' and you so will need to also register for 'CA Support' access. This document will explain how to register for this level of access.
Before you get started with this process, please have your Enterprise Site ID. If you do not know this, please reach out to your CA Account Manager or call CA Support at one of these numbers http://www.ca.com/us/services-support/ca-support/contact-support.html and they will be able to tell you it.