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New Support site - umm

patrickm

Not sure if this is the best category to post this in. I got email this evening re the new IWOV support site. After logging in at support.interwoven.com I notice the knowledge base with script downloads is gone along with the search and case centre. Anyone else having the same issues. These are critical areas of importance for IWOV just to drop! I've email support but lately am getting major delays in them picking up emails.

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ccprofessional

Just noticed this myself.

I bet their phone lines will be clogged by customers..

I knew there was an integration of their CRM software, but to cut out the existing support interface without a 'working' new interface sounds pretty lame. ughh

Faizi

I also noticed it. Earlier i came to know in a posting that Autonomy will do this with their acquired products.
But new Support site is not looking at that level with previous one. Hope Autonomy will do at their best.

Jcse

Just noticed this myself.

I bet their phone lines will be clogged by customers..

I knew there was an integration of their CRM software, but to cut out the existing support interface without a 'working' new interface sounds pretty lame. ughh

I agree with "ccprofessional" as i am also facing some issues while navigating new support interface ,it makes me a little uncomfortable.

RonaldV

Why am I not suprised by this complete lack of customer interest at Iwov?

Jamik

Yeah this was exactly what I feared would happen to the support site. Autonomy does a worse job on support than Interwoven. Case Center isn't even there yet to log problems you have to actually call support.

Pretty sloppy job on Autonomy's part to throw up a new support site that's missing the majority of functionality the old site had.

Migrateduser

Agree with all of the above postings. I just took a look and noticed access to all of the KB articles is gone. Wow.

Jamik

Looks like support.interwoven.com is going away and they're slowly replacing it with customers.autonomy.com since now support.interwoven.com redirects now to customers.autonomy.com. which makes sense from a consolidation standpoint but it would've been nice if they would've planned the transition out a little more and had everything ready to go instead of doing this peicemeal transition they're trying to do now.

SethHickel

After visiting https://customers.autonomy.com/support/login.jsp and logging in I've discovered the same deficiencies. OUCH!!!!!!!!!

jed

You can get in through the backdoor:
https://support.interwoven.com/kb/kb_show_article2.asp?ArticleID=53439
https://support.interwoven.com/search/bnsearchmod.asp?cmd=search&charset=iso-8859-1&ht=0&qc=&rq=0&la=en&qm=0&st=1&nh=10&rq=0&oq=&qp=&qs=&pw=100%25&ql=&si=1&qm=0&rf=0&lk=1&ws=0&col=rn&col=gen&col=technote&col=techdoc&qt=search&Begin+Query.x=0&Begin+Query.y=0

Regardless, lame....

SethHickel

I've tried to get to KB's using bookmarks. Each time I do (and also with the one in the last post) I get redirected to https://customers.autonomy.com/support/secure/index.jsp. UGH!

SethHickel

Aha - if you click on the left navigation link for Knowledge Base from https://customers.autonomy.com/support/secure/search.jsp you search for KB's and the content of KB's. This is going to take some getting used to.

Jamik

yeah, the knowledge base is accessible now as it's been integrated into Autonomy's customer support site. Personally, I don't like Autonomy's support site and it's too bad they opted to ruin a perfectly good support site. I can't even search for KB article numbers on Autonomy's site and get back the exact document I want. Instead I'm forced to perform a search on keywords then navigate through the categories till I've narrowed the results down to a manageable level to try to find the article. And for us we're already an autonomy customer so now I get to see all the IDOL products on this account as well which I don't really care to see on this account since we have a different account for Autonomy IDOL support. They've basically added a layer of complexity to something that should've just been updated with new graphics and maybe replace just the search with IDOL.

brizrobbo

You can get in through the backdoor:
https://support.interwoven.com/kb/kb_show_article2.asp?ArticleID=53439
https://support.interwoven.com/search/bnsearchmod.asp?cmd=search&charset=iso-8859-1&ht=0&qc=&rq=0&la=en&qm=0&st=1&nh=10&rq=0&oq=&qp=&qs=&pw=100%25&ql=&si=1&qm=0&rf=0&lk=1&ws=0&col=rn&col=gen&col=technote&col=techdoc&qt=search&Begin+Query.x=0&Begin+Query.y=0

Regardless, lame....

If there was a backdoor, it looks like they have closed it :-(

Jamik

If there was a backdoor, it looks like they have closed it :-(

Those links still work for me. And I even bookmarked this one http://support.interwoven.com/kb/kb3.asp which still works as well. It looks different mainly because I think they tried to apply the Autonomy site styles.

brizrobbo

Those links still work for me. And I even bookmarked this one http://support.interwoven.com/kb/kb3.asp which still works as well. It looks different mainly because I think they tried to apply the Autonomy site styles.

Whatever you're doing I would love to know....I'm getting redirected to https://customers.autonomy.com/, no matter what I do. :-(

ccprofessional

I think mr. jamik was caching

Jamik

Server must cache sessions then because I had cleared the cache locally and still was able to get in, weird. Yeah now it's gone for me too. (i had even done some searches just before posting that it worked for me)

brizrobbo

Yeah..I'm a bit disappointed about the changes too. I'm missing my nicely formatted perldocs page (what used to be

[url="http://support.interwoven.com/library/perldocs/perldocs.asp"]http://support.interwoven.com/library/perldocs/perldocs.asp). Smiley Wink
[/url]

Test_param_no_link.rptdesign

Test_param_linked.rptdesign

Faizi

Now its effect comes to DevNet forum. Now its header is changed with Autonomy Header. Smiley Happy

Jcse

Now its effect comes to DevNet forum. Now its header is changed with Autonomy Header.

Ya, i have also noticed that ,one thing more i had just replied on of thread

http://devnet.interwoven.com/forums_vb/showthread.php?t=29045&forumid=11

It contains simple text,but it's showing in an improper format.
Don't Why ?

Adam Stoller

I went to support.interwoven.com, got redirected to autonomy's support site, logged in with my iwov support id and got taken to https://customers.autonomy.com/support/secure/index.jsp - which shows my open cases, and there appears to be a 'cases' link in the left-nav as well (I haven't done any exploring yet, just logged in to verify I could)

I don't see how to access closed cases yet, and the open cases provide dates on when they were opened and last modified - but not a day-count of how long they have been open (which was kind of a nice feature on the iwove support site, IMO).

Hopefully I'll get a chance to explore the site a bit more - and then I'll follow up my complaints as they request:[indent]We welcome your insights and any recommendations you have to improve the functionality. Please email your comments/questions to custadmin@autonomy.com or call 1-866-askiwov ( 1-866-275-4968 ).[/indent]

Jamik

I went to support.interwoven.com, got redirected to autonomy's support site, logged in with my iwov support id and got taken to https://customers.autonomy.com/support/secure/index.jsp - which shows my open cases, and there appears to be a 'cases' link in the left-nav as well (I haven't done any exploring yet, just logged in to verify I could)

I don't see how to access closed cases yet, and the open cases provide dates on when they were opened and last modified - but not a day-count of how long they have been open (which was kind of a nice feature on the iwove support site, IMO).

Hopefully I'll get a chance to explore the site a bit more - and then I'll follow up my complaints as they request:[indent]We welcome your insights and any recommendations you have to improve the functionality. Please email your comments/questions to custadmin@autonomy.com or call 1-866-askiwov ( 1-866-275-4968 ).[/indent]

You must be lucky then, none of my cases, open or closed, have been brought over yet. Not to mention I can't properly log tickets as the "open support ticket" application does not list the appropriate Interwoven products yet unless you're dealing with LiveSite or MediaBin. The biggest loss for me is the KB from support.interwoven.com.

Adam Stoller

You must be lucky then, none of my cases, open or closed, have been brought over yet. Not to mention I can't properly log tickets as the "open support ticket" application does not list the appropriate Interwoven products yet unless you're dealing with LiveSite or MediaBin. The biggest loss for me is the KB from support.interwoven.com.

I did find my old cases too (it's Show All Cases - rather than toggling between "open" and "closed" cases as it used to be).

The KB is there - but the search seems to be dreadful and I keep having to login whenever I bounce around in the site.

FYI - I opened a case on the case center - both in terms of the Product listings (how did they ever 'go live' with that??) and with respect to the Priority listings (they're alphabetical which gives no clue as to which one is higher or lower in priority than the others [some are easy to figure, some are not])

Jamik

I did find my old cases too (it's Show All Cases - rather than toggling between "open" and "closed" cases as it used to be).

The KB is there - but the search seems to be dreadful and I keep having to login whenever I bounce around in the site.

FYI - I opened a case on the case center - both in terms of the Product listings (how did they ever 'go live' with that??) and with respect to the Priority listings (they're alphabetical which gives no clue as to which one is higher or lower in priority than the others [some are easy to figure, some are not])

I'd say the KB is only partially there as there's only 6651 documents that are labeled as being Interwoven (just browse the categories and add up the numbers on the Interwoven categories under each root category) and I could swear there's quite a few more documents in the old site than that. As an example I couldn't find the KB on VFE's issue with relative links.

I may have to give support a call again because I'm wondering if they only moved over our IDOL cases to my account since we're also own Autonomy's IDOL product and I have access to all those cases in my case center. BTW, I hope they keep a lot of the Interwoven support team on board because with Autonomy support it's been an average of 2 weeks + to get responses out of them on support issues and we'd usually have to ask for updates on tickets before we'd get responses back on most our cases(not very proactive on their part). Autonomy was definitely short handed on support personnel even before acquiring Interwoven.