New Software AG Support Portal - Frequently asked questions

What will happen with all my opened Support Incidents?

Your open Support Incidents will be migrated to our new Product Support portal.

What will happen with all my closed Support Incidents?

All your closed Support Incidents will be migrated to our new Product Support portal.

Can I open a Support Incident by mailing to support@softwareag.com?

No. Incidents must be created online via the Product Support portal. Once created, they can be updated via email.

How can I search the Knowledge Base?

  • Search for Early Warnings / Critical Alerts and Fixes via the Empower search.
  • Search for KB Articles and your Support Incidents from the Product Support portal.

How can I open a new Support Incident?

Creating a Support Incident

How can I update a Support Incident?

Updating a Support Incident

How can I search for tickets from my organization?

Search Support Incidents belonging to your organization

How can I access the Product Support portal?

Authorized Technical Contacts (ATCs) and Support Authorizers will be able to access to the new Product Support portal via Service Management.

Is the new tooling GDPR compliant?

Yes. For each application (JSM, Dracoon, and Confluence) there is a Data Processing Agreement in place.

How will I receive credentials for the new Product Support Portal?

Credentials for existing users will be provided on the Go-Live date. You will automatically receive an email with a link to set your password when done you will be able to login to the portal. If you have not opened any support incident in the past, please refer to the next question.

How can I register for the Product Support Portal?

You can create a new user account by completing the registration form via https://empower.softwareag.com/register/

Be sure to request Product Support access in the Desired Access Level field.