Configure the viewing of Support Requests raised by other team members.

With View Support Requests Raised by Team Members enabled within Skyline Advisor, Support Requests opened by other team members will be visible to you within Skyline Advisor. This allows you to transfer support bundles to VMware Global Support Services (GSS) using for Support Requests opened by other team members using Log Assist.

The ability to view Support Requests raised by other team members is influenced by Entitlement Account association. You can only view Support Requests opened under Entitlement Accounts that you are associated with. Which Entitlement Accounts you are associated with is managed within the My VMware customer portal.

For example, John and Jane both have access to Skyline Advisor. John is a member of Entitlement Account 123, but not 456. Jane is a member of Entitlement Account 456, but not 123. Assuming both John and Jane enable View Support Requests Raised by Team Members within Skyline Advisor, John and Jane will be unable to view each others Support Requests within Skyline Advisor. The reason is John is not associated with the Entitlement Account where Jane opens Support Requests, and vice versa.

Another example, John and Jane both have access to Skyline Advisor. John is a member of Entitlement Accounts 123 and 456. Janes is a member of Entitlement Account 456, but not 123. Assuming they both enable View Support Requests Raised by Team Members within Skyline Advisor, John will be able to view Support Requests opened by Jane, however, Jane will not be able to view Support Requests opened by John. The reason is John is associated with both Entitlement Accounts 123 and 456, while Jane is only associated with Entitlement Account 456. Therefore, John can view Support Requests opened by other team members for both Entitlement Accounts, while Jane can still only view Support Requests opened by other team members under Entitlement Account 456.

Finally, if you have multiple Entitlement Accounts, ensure all Entitlement Accounts are linked with your Cloud Services Organization. See Link Support Entitlement Accounts for details how to manage Entitlement Accounts linked with your Cloud Services Organization.

Prerequisites

The ability to configure the viewing of Support Requests raised by other team members is only available to individuals assigned the Skyline Administrator service role.

To modify your Skyline Advisor service role access, use Identity and Access Management within VMware Cloud Services.

Additionally, the following is required in order to view support requests raised by other team members:

  • The Entitlement Account or SaaS Subscription where the Support Request was opened must be linked to your Cloud Services Organization within Skyline Advisor Pro. See Link Support Entitlement Accounts for instructions how to link, and unlink, Entitlement Accounts or SaaS Subscriptions to your Cloud Services Organization.

  • You must be associated with the Entitlement Account or SaaS Subscription where the Support Request was opened. You cannot view Support Requests Raised by Team Members opened under Entitlement Accounts or SaaS Subscriptions that you are not associated with. You can review the Entitlement Accounts or SaaS Subscriptions that you are associated with using the My VMware customer portal.

See VMware Knowledge Base Articles 2070555 and 81580 for details how to associate additional individuals to Entitlement Accounts, within the My VMware customer portal.

Procedure

  1. In Skyline Advisor Pro, click Settings.
  2. Click Advanced.
  3. To activate the View Support Requests Raised by Team Members, toggle the switch to the right. The switch will turn green. To deactivate, toggle the switch to the left. The switch will turn grey.