We know you have questions about our new MyCloudera Support Case Experience. Fortunately, we have answers! Below are responses to common questions about the MyCloudera Support Case Experience.    Be sure to check back often as we’ll continue to update this document based on new information and feedback.    Why is there now a 24 hour delay on my escalation button?    The Escalation button is grayed out for the first 24 hours of a case to allow the Support Team to ensure the case is assigned and troubleshooted. During this period you can comment on the case for any urgent request.    I want a colleague to be updated on case activity.  How can I set this up?   Any registered user can be added as a Case Watcher to receive case related notifications. This can be done on the case page within MyCloudera.    If I upload an attachment, how long will it remain in your system?    Files uploaded by customers via our Support Portal will be deleted 90 days after the case is closed for most customers   For which products can I open an Upgrade Planning case?   Upgrade planning cases are currently only available for HDP products.    What are the parameters around being able to reopen Support Cases?    Customers are able to reopen Support cases 15 days after case closure.    Will Case Numbers remain the same as they were in Legacy systems?    Legacy Clouderan case numbers will have the same number as the legacy system. Legacy Hortonworks case numbers will change, but the legacy number will be added to the Subject line.    I am used to seeing Priority, not Severity. What is the difference?     Cloudera now refers to all case impact and urgency levels with the term Severity . The definitions will remain the same under Severity that they are under Priority.    Why doesn't my case content load when I go to the new portal?   Your browser is caching javascript and CSS files on your local storage. You need to clear your browser cache and cookies to fetch new files from the server.   I cannot access the MyCloudera Portal and am getting an Invalid Username and Password error?    The MyCloudera Support portal is a self-register portal. Your legacy Hortonworks portal login will not grant you access to the MyCloudera Support Portal. Please follow the below instructions to register:    1. Register at: https://sso.cloudera.com/register.html  You will be sent an email with a validation link. 2. Please click this link to complete your registration. 3. Set your password 4. Login at https://sso.cloudera.com.   I am receiving the below error after attempting to log into the new portal: CFP 012 - Your account is currently locked due to multiple failed login attempts. We are unable to initiate a password reset during a lockout event. This lockout will eventually expire, so please try again later.   Your legacy Hortonworks portal login will not grant you access to the MyCloudera Support Portal. Please follow the below instructions to register:    1. Register at: https://sso.cloudera.com/register.html  You will be sent an email with a validation link. 2. Please click this link to complete your registration. 3. Set your password 4. Login at https://sso.cloudera.com.   How do I select the Severity of a case?    Case Severity is determined by what you select in the following fields:  Request Type Performance Impact Environment of the chosen Asset   Will all of my Account information from the Legacy Hortonworks portal be available in MyCloudera?    Yes. Your Support Subscription information is linked to your new account in MyCloudera. You will need to register to be able to access the support portal.    Is SmartSense still available for existing customers?    SmartSense is still operational in conjunction with Ambari for existing Legacy Hortonworks customers.   What new methods can I use to attach a file to a case?    All Case attachments can now be uploaded directly to the case within the MyCloudera portal.     If you have any further questions please contact  customerrelations@cloudera.com . ... View more

As a reminder, Cloudera Support will consolidate the Hortonworks and Cloudera portals and launch a new Support experience this weekend.     Details are below, but please be aware the portal will be unavailable from Friday, November 8 at 4:00 PM PT until Saturday, November 9, 12:00 PM PT.     If you need immediate assistance please call 1-650-425-9421 (US and International) or 1-866-809-4659 (US toll free) for urgent support.    On Friday November 8, at 4:00 PM PT , the Cloudera Support portal enters maintenance mode as we begin consolidation activities. You will not be able to submit new cases or access existing ones until the consolidation concludes, so please plan accordingly. We expect to complete our consolidation and activate the new portal by Saturday, November 9, at 12:00 PM PT . From this point forward we will have a unified MyCloudera Support Portal with an improved support experience.   Below are actions you can take to prepare for the upgraded portal launch:    Register for a MyCloudera account if you haven’t already Check our three how-to videos covering Technical Case Creation , Case Management , and Other Case Types We’re working hard to ensure this transition is as smooth and swift as possible; please bear with us as we complete the consolidation.    If you have any questions please contact customerrelations@cloudera.com . As always, thank you for being a Cloudera Customer, The Cloudera Support Systems Team ... View more

As you know, we’re very excited to launch the upgraded Cloudera Support portal experience the weekend of November 8.   To prepare for this change, we’ve created three how-to videos to help you navigate the upgraded portal:   Technical Case Creation: learn how to create a Technical case in the Support Portal Case Management: explore how to manage cases, view related cases, escalate, and more Other Types of Cases: learn how to create a General Administrative Assistance and Upgrade Planning case in the upgraded MyCloudera Portal     Be sure to check out all the content on our Support Announcement page for additional resources and information. As always, thanks for being a Cloudera customer.   ... View more

Case Creation and Case Management is about to get a lot easier.    We’re introducing a host of improvements and efficiencies to save you time and effort as well as provide an optimal experience. Here’s a quick look at a few of the new features in each category:   To streamline the case creation process, we’re adding new functionality to guide you through the various sections and let you provide the right information faster:   CASE TYPES Technical Case: create a technical case when you need product or asset assistance. During the case creation process, you’ll be asked the appropriate technical information tailored to your specific product selection to create a case faster than ever before.   General Administrative Assistance: We now have a dedicated space for general questions. Use this case type when you have any questions about access, subscriptions, licensing, and/or any other general administrative tasks. Operational Services: This feature allows Cloudera to operate and manage customer assets. For more information contact your representative.  Upgrade Planning: You now have the ability to schedule and plan for product updates. Simply select your product and desired date to start the upgrade process.     ACCORDIONS Accordions contain products, components, assets, and other important information specific to each case and category. You will need to complete each section in order to submit your case. The new dynamic interface saves you time by dynamically tailoring the appropriate technical case information, questions, and product details relevant to your specific case type.   ASSETS  You now have the ability to manage assets independently in the Cloudera Support Portal. During the case creation process, you’ll have access to your assets and the ability to edit or update them all in one place.    To help you stay organized, we created a single, centralized page for all your case management needs:   GENERAL CASE MANAGEMENT You now have the ability to upload, add, download, and edit attachments for all your cases in one place for easy access. You can also use the filters feature to navigate and find your specific cases in record time.    ESCALATIONS After a 24 hour initial investigation period (during which we will communicate with you in line with your support SLA), you will be able to escalate your case at any point until the issue is resolved.    RELATED CASES AND SUBCASES You can create a subcase if you need to address additional issues regarding the “parent” case on the case management page. You can also create a “sibling” by adding a subcase related to another subcase. Note both subcases are related to the “parent” case.   CASE WATCHER VIEW Use the Case Watcher feature to stay current on your case developments and updates, as well as view not only your specific cases but additional cases from other users (you must receive the appropriate permissions to watch other’s cases)   We know may have additional questions about the new case creation and management features. So make sure to check back later this month for training demos on technical case creation, case management, and more.     If you have any questions please contact customerrelations@cloudera.com .    As always, thank you for being a Cloudera customer   ... View more

Coming in November we will upgrade the Cloudera support portal to provide a better customer experience. This will include a streamlined the case creation process, added dynamic fields, and a host of supporting resources all to save you time and effort.    Here’s a detailed look at a few of the intelligent new features:   A redesigned user experience : The updated design improves user experience through reactive searches and smart case creation flows to make the portal faster, bolder, and effortless to use for your everyday needs Streamlined case creation : The portal will streamline the case creation process by dynamically tailoring the appropriate technical case information, questions, and product details relevant to your specific case type to save you clicks and time. Supporting resources at your fingertips : Improved options for using the Related Resources page for immediate solutions and information during the case creation process. As you enter your case information, relevant articles and resources appear on the page to help you troubleshoot. All in one place : The portal acts as a centralized location for all documentation, knowledge base, cases, assets, and community posts to help you access what you need when you need it.    Check back next week to learn  about the streamlined Case Creation process coming in November . Later this month, we’ll share with you training videos for case creation, case management, and more.    If you have any questions please contact customerrelations@cloudera.com .    Sincerely, The Cloudera Support Systems Team ... View more