Forum Support

[HYF_JE]

I apologize in advance, I know this isn't the right place to put this, but I don't really have a better place to go.

I created a case on this page on March 15. That created INC0339528. I received an email back on March 28 and I responded to it same day. But then I got another email from over the weekend saying that the support system didn't hear from me and the incident will be auto-resolved.

So this is an open invitation - forum administrators/moderators, feel free to contact me via my email on file and delete this post. Feel like I'm shouting into the wind or emails might be getting stuck somewhere and I can't login to the servicenow to update anything.

[Vitaliy S.]

Hello,

If you need technical support for Veeam products, then you shouldn't contact the board administrator (as these are not support forums) but rather open a case via technical support form > https://my.veeam.com/open-case/step-1

Hope it helps!

[Gostev]

I created a case on this page on March 15.

Actually, I'm not even sure what does "create a case" on this page do and which team handles those. What type of issue are you experiencing? I assume it's not a product issue @Vitaliy S. so not something our Customer Support org can help with.

[Vitaliy S.]

Ok, it seems like I've managed to find your case.

As far as I understand it right, by talking to the person who processed your ticket, you were surprised by the notification from the Nutanix AHV forums. The simplest thing to check is to go to the Nutanix sub-forums, scroll down, and check if you have the "Subscribed" option selected. If it is selected, then you will receive notifications about all topics from these subforums.

[HYF_JE]

I'm not sure how to tag people with this interface/bbcode, hope I'm doing it right or it's automatic.

Vitaliy S. - Part 1/2 - As you seem to have found out but I'll clarify anyways, the case/support I'm talking about is for this forum and no Veeam product in particular.

Gostev - All I can recommend there is doing some research ... what you said is quite concerning from this customer's eyes ...

Vitaliy S. - Part 2/2 - I am not subscribed to the relevant sub-forum, nor do I ever remember subscribing to any sub-forums and I certainly never subscribed or interacted with that topic. This is why I opened the case, because this could have been a bug or a security issue, who knows. Regardless, going back to the reason I opened this post in the first place, I'm hoping you can clarify for me here if any of my email replies to the case were visible by the agent assigned to the ticket, because this is still very unclear to me. I sent two replies on March 28th and a reply this morning (April 2nd).

[Vitaliy S.]

Hi James,

According to the person who was assigned to your ticket, your replies didn't come through, that's why the case was closed with a "no response" reason. Do you still receive notifications from the forums you didn't subscribe to?

Thanks!

[HYF_JE]

Vitaliy - For clarification, I only ever received a single notification email in error.

That is very strange that my emails didn't get received. Please ask the agent to contact me via email but not through the service desk software.

[Vitaliy S.]

Unfortunately, the ticket is closed, and our service desk cannot use regular emails to contact people, as this will go out of the monitored support systems. I will ask our web team to try and find in the debug logs if you were subscribed or if it was something else, but we haven't seen anything similar reported by other users.

[HYF_JE]

Yikes.

I know this is forum support so in theory these kinds of issues aren't super critical, but man this is just a disappointing glimpse into the beast.