2 Replies Latest reply on Oct 2, 2017 3:41 AM by KChan4

    Unable to submit a HEAT EMSS 8.5 support Ticket 9/21/2017

    DCogde Rookie

        Is there an official way to submit a ticket to IVANTI concerning HEAT EMSS 8.5 problems? The interface on Ivanti Customer support does not give a HEAT option in the Product Line pull down and the old  HEAT Interface (https://support.heatsoftware.com/ ) does give a drop down to select for the HEAT Version. This is a required field and it will not proceed.

        • 1. Re: Unable to submit a HEAT EMSS 8.5 support Ticket 9/21/2017
          Robert.OConnell SupportEmployee

          Hi,

          I would recommend you try calling

          North and South America      1.800.755.2100

           

          To speak to the Customer Care team as your account may not be linked to your Licensing properly. This can usually be the reason why those fields are blank.

          • 2. Re: Unable to submit a HEAT EMSS 8.5 support Ticket 9/21/2017
            KChan4 Rookie

            I have the same issue and I'm located in Singapore. All the numbers I've called ended up in voice mail or gets into a loop.

            I'm not able to logon to via https://support.heatsoftware.com/ (I've requested for a password reset but received no reset password email.

            I've also tried to email directly, I've tried calling these numbers too - +65 6911 3888 (I tried all the options on the voice prompts and get bounced to voicemail) Calling +65-31633095 ends up in a loop finally being bounced to, I'm guessing, North America (the recorded message asked me to call back during operational hours).

            I've also tried to reopen an older case - no bounce email but no response so far...

             

            I will try calling via +65-31633095 at 10pm Singapore time tonight. Let's see how far that gets.

             

            Thanks.