Empower Incident Management Portal is Now Live

Dear Software AG Customers & Partners,

We are pleased to inform you that the system for you to report your Software AG Support Incidents has successfully been updated to the new Incident Management Portal. The Support Incident management process has been revamped to a more sophisticated web-based system, enabling a refined Support Incident creation and maintenance process from beginning to closure. This new system is based on Jira Service Management (JSM) and Dracoon, and has been customized to best fit our customers’ requirements. This rollout is the first step of an ongoing modernization program for our applications that we hope will significantly enhance your user experience in the future.

These new tools are accessible via the Incident Management Portal links inside the Empower Portal https://empower.softwareag.com

Your Active Support Incidents have been migrated to the new system. Additionally, your historical data has been migrated as well – each of your closed Support Incidents in the last ten years will be available to you within the Incident Management Portal.

We have created instructions to help you submit and update a Support Incident, as well as how to find Support Incidents belonging to your organization. You can find these under the #incident-management-portal tag within our Tech Community via Empower news and announcements - Software AG Tech Community & Forums. We have also prepared some Frequently Asked Questions related to the new system deployment. This FAQ can be accessed from within the Tech Community as well at https://tech.forums.softwareag.com/t/243967.

For any other questions or concerns about this change, please feel free to reach out to empower@softwareag.com.

Software AG Global Support