Check here to learn about what to expect this coming weekend (October 20-22) as we launch our new support.veritas.com website. We will be adding more to this discussion over the next few days to ensure you're updated on our progress.
Veritas Support Customer Experience Leader
Hi all, see the attached high-level timeline of customer/partner-facing impacts for our system upgrade this coming weekend. In terms of the things you would notice this weekend when seeking support from us, here is the high-level:
Thanks for your patience as we make this first HUGE step to an improved online Veritas Support experience.
Hi Andrew - Thanks for the feedback. Regarding your question, we made a decision to exclude versions as a filterable attribute for Knowledge Base and Alert Articles. In order for filtering by version to work correctly, the version tagging has to be accurate. The more that version info is out of date, the more likely it is that a user will unintentionally filter away a piece of content that might have solved their issue. Keeping version info up to date requires a lot of manual labor - every time a new version of software is released, all Articles tagged to the previous version have to be reviewed to see if they still apply to the new version.
We have instead asked authors to annotate version or platform specific Articles with appropriate details so that users will know. I know that is not a perfect answer, but I think it is the only realistic approach.
Thanks again for the feedback!