Welcome to Flexera – we’re glad you joined us. With the implementation of a new product comes new processes and tools. Here is a rundown of our recommended practices to ensure your team members have what they need, when they need it.
Get set-up for success
Determine who from your company would benefit from our online training, accessing cases, participating in forums and downloading products.
Invite these employees to join the community. Include the account ID and product ID in your message so they get the correct level of access.
Document who is your product and license center administrator and who are your general users.
If you have a team of employees submitting cases, we recommend you agree upon any standards you have. For instance, some companies will detail what to include in the case, how to title cases, how quickly to respond to tickets and what emails to add as case watchers. Be sure to document the decision.
Train employees: To ensure your team is taking advantage of all offerings, have each member view these brief training items:
Using the case portal
How to submit a case
How to find the case portal
Best practices on submitting a case
How to filter a case by status
Adding a case watcher
How to view all cases from your company
How to access the Product and License Center
Subscribe for updates
We post our release notes for products. How to subscribe.
Access training via our Learning Center (If they don’t see the options you do, they will need to connect their account to your organization— have them follow the above step.)
Grant Access: Direct employees to request access to the Product and License Center. The PLC admin will receive a notification and need to approve access.
Aim to review your access list once a year. This additional step helps you manage access. If you have employees who no longer need access or who have left the company, submit a case.
Have them join the community. If you don’t have your account & product IDs handy, you can submit a support case asking that the user be added to your account. (Connecting your account to your organization or the view the video How to update your account)
Have them follow the training steps outlined above.
We’ll periodically check with you to ensure we have the right information, but it works best when customers make this part of their onboarding and offboarding procedure.
To deactivate a user, please submit a case (or email email@example.com) and provide the email, name and last date of employment for the individual. Our team will take care of the rest.
A note about the PLC admins – every account must have a PLC admin. If your PLC administrator is leaving your company, please include the name and email of the new staffer who will serve as the PLC administrator. We recommend new PLC admins read this brief knowledge base article on using the tool.
Have additional best practices you’ve seen work for your company? Please share them here.
You may find you need help beyond community forums, our documentation and learning opportunities. Read on for case best practices.
Submitting a detailed case helps everyone act more quickly toward a resolution. So be as thorough as possible when filling out case information.
Our support cases have five key areas to complete. An optional sixth area is detailed at the end.
Case Summary: This serves as your support case title and will appear in your email subject lines. Write titles detailing the action needed. This helps narrow the scope, so our support team can quickly triage and identify tickets. For instance, “Adding billing content for AWS clients” versus, “Billing content issues.”
Description: We recommend each description includes:
What: What is specifically happening within the system. Please try to be as specific as possible with the exact area of the system, links you've clicked, etc.
Who: The specific user or users first and last name who have reported this problem and/or who you have noticed this problem affecting.
When: When the request/problem happens. For instance, did it start at a certain time of day or geographic location? What was being done prior to it occurring?
How: Detail the steps to reproduce the error. When possible, include attachment videos or screenshots of the journey.
Why: What is the expected outcome versus what actually happens.
Product: Please select the appropriate product to quickly route your case.
Version: The drop-down menu will adjust based on the product you select. Please choose the version to quickly route the case.
Severity levels: There are 4 severity levels used to classify a case:
Severity 1 – Critical: Production use of the cloud software is stopped or so severely impacted that authorized end users cannot reasonably use it. Flexera will work continuously to resolve the support request until it is closed. Severity Level 1 issues must be reported by telephone.
Severity 2 – High: Major cloud software documented features are unavailable with no workaround. Use of the cloud software can continue; however, productivity is significantly decreased. Flexera will work continuously to resolve the support request until it is closed. Severity Level 2 issues must be reported by telephone.
Severity 3 – Medium: Major cloud software documented features are unavailable, but a workaround is available, or less significant cloud software documented features are unavailable with no reasonable workaround.
Severity 4 – Low: Authorized end-user requests information about the cloud software or an enhancement to the existing cloud software specifications. Use of the cloud software is available without being materially and adversely impeded.
Optional: end customer: Our partners use this field to detail their clients affected by the case issue.
BONUS: Case Watchers
After you create your case, you can add case watchers to the field. Case watchers receive email updates on case progress so adding key staff help keep your team apprised of progress. Details on adding case watchers are here.
If you run into any issues or want additional information, let us know in the comments.
We have an expert team of professionals available to answer questions and to assist you with technical issues with Flexera products. To contact Support for technical issues, please use our online system to log a case. In addition to our online submission system, you can contact Support using the following information.
+1 630-332-5957 (toll) +1 877-279-3781 (toll-free)
+44 1925 944368 (toll) +44 800 047 8643 (toll-free)
+61 1800 560 584
In order to have access to our Support Portal, Product and License Center and customer-only Learning Center courses, customers must have their individual community accounts tied to their organization. There are two ways to do this connection:
1. At the time of registration
You can link to your individual community with your account by adding your account ID and product ID during registration. These sources of data may be found on your order confirmation emails.
Sample registration screen
If you registered for our community and didn't have your account and order IDs on hand, or had an account prior to becoming a customer, you may still add your organization. Please email firstname.lastname@example.org and include your full name and organization name and request to connect your community account with your organization.
How do I tell what organization I am tied to?
Sign in to the community
Click on your avatar (upper right-hand corner)
Select My Account. The organization is listed at the bottom of the form.
Sample account screen
Please contact email@example.com for instructions.
If your account is tied to a company with a maintenance contract, you have permission to view all cases your company has submitted.
To see all cases:
Click on "Get Support"
Select and Click on "My Cases"
Click on the "Filter" button
Check the "All Company Cases" checkbox
Click on the "Apply Filters >" button
Users creating and updating cases may add Case Watchers. These individuals will receive a Case Watcher notification email if there are any changes to a specific Case to which the Watcher has been applied.
To Add a Case Watcher:
Create a case
In the case view, add their email and press "Save Member"
Note: If the user is not yet in the system, have them register and then add them.
The case watcher field will update with your case watchers.
To Delete a Case Watcher
Press the trash can icon in the Action column for the Case Watchers you wish to remove
To access the Product and License Center:
Sign in to the Flexera Community (if you have not already done this)
Click on "Other Resources" and select "Product and License Center"
From there, find your which column your product is listed and select the “LET'S GO” option.
If this is your first time accessing the product and you are not main account contact, you will be directed to a screen to submit a request for access. The staff member who received the order confirmation will receive an email with the request and will need to approve your request.
The Flexera community supports the following search operators and modifiers. Quotes to search for all of the words within the quotes. The plus sign to search for +one or more words. The minus sign to -exclude that exact word from your search.
If you are listed as the key contact for your company's account, you will manage access to the Product and License Center. Once you receive notification (via email) that a request is submitted, follow these steps:
Click "Get Support" in the top navigation
Select "Product and License Center Administration"
Change the permission on the screen to grant access
Updated 3 June 2019
If your account is tied to a company with a maintenance contract, you have permissions to view cases you submitted.
To Filter by Status
Go to the "My Cases" screen.
Click on the "Filter" button
Click on the Status menu to open a drop-down menu with status options.
Select the option you desire
Click on the "Apply Filters >" button
The Flexera Community is where all of us share knowledge and gain insight on Flexera products.
We aim to ensure this is an inclusive and inviting experience.
Be respectful and helpful to those with questions
Mark an answer as an “accepted solution” if it helps resolve the problem
Provide constructive and thoughtful feedback to those with problems to solve
Share what worked and what you learned whenever possible
Post spam, repetitive content, solicitations or links to products or services not offered by Flexera
Share copyrighted information without permission unless it is within the fair use standards of posting small excerpts or a link
Use the community as a channel for marketing or promotions; links that add value to discussions or help answer questions are permitted
Make threats, use hateful language, post harassing messages or launch personal attacks
Post time-sensitive requests; contact Flexera Support if you are under a deadline
Reporting violations and addressing grievances
Tell us if you believe someone has violated these guidelines by emailing firstname.lastname@example.org. Be sure to include as much detail and context as possible.
When users subscribe to a label, they are notified by email when a new post is created with the label. One thing to note about labels is that they are applied at the forum, knowledge base or blog level. Thus, predefined labels and subscriptions to labels exist only at the level at which they are applied. For example, if you subscribe to a label named 'updates' on AdminStudio forum, it will not automatically subscribe you to an identically named label at FlexNet Manager forum. You will have to subscribe twice, once at each board.
To subscribe to a label:
Navigate to the discussion forum, blog or Knowledge Base
Select a label
Subscribe to the label by either selecting the vertical line menu and choosing "subscribe" or by clicking "subscribe" in the on page copy.
Users who post the first message i can mark one of the replies as an accepted solution. After a solution is accepted, the original message is marked as solved, and the reply is marked as a solution. Marking a reply as an accepted solution helps communities identify content that solves users’ problems and makes interesting material more prominent and easy to access.
What happens when users mark a reply as an accepted solution?
A check mark icon appears next to the original post and the solution and a Jump to Solution link is displayed in the original post to go directly to the solution.
The header and background for the solution change to a distinctive color so that users scanning a list can easily locate it.
The post is elevated in search results
Example accepted solution:
How to Mark a Reply an Accepted Solution
Go to the response
Click the Hamburger menu
Select Accept as solution
To revoke an accepted solution:
Go to the response
Click the Hamburger menu
Select Not the solution. The original message and solution return to their normal appearance. You can choose another solution or leave the question unsolved.
Signatures are a great way to connect and add personality in the community! For example, signatures may include contact information, reminders to accept solutions, or quotes - really anything that first within our guidelines (no overt selling or sharing of copyrighted information without permissions).
To create a signature, follow these steps:
Click on your avatar (upper right hand corner) and select my settings
Click on the "Personal" menu option and select "Personal Information" from the sub menu
Enter your signature - HTML is permitted!
A more recent update on the Case Management functionality can be found here.
We’re so pleased that you visited our new customer community today! Our April 8 th launch of Flexera Community has largely been a success. We’re filled with excitement as we watch Flexera customers log in and explore the exciting opportunities offered by our new progressive community platform.
There is one area where we could have done better. Due to the complexity of Flexera Support CRM, we were unable to offer the depth of functionality our “My Cases” previously delivered. This has been a difficulty for some customers, and for that I sincerely apologize.
The good news is that we have a solution: we’re bringing back the old “My Cases” page. This pivot will restore all the features our Flexera customers have come to expect. Our Community team is already working to transition the functionality to the new site and we expect delivery by end of May.
Thank you for being a Flexera customer.
Kimberly May Vice President, Support Services 300 Park Blvd, Ste 500 Itasca, IL, 60143 United States KMay@flexera.com www.flexera.com Now Leading Cloud Management
Pioneer? Trailblazer? Legend and more? You’ve probably seen these names on your profile page and next to names in the forums. These categories, called user ranks, are a fun way to recognize increasing contribution to the community. As you participate, you ladder up the ranking system:
Subject matter expert
So keep participating and you’ll be a shining star in no time!