Clarizen Customer Service - Platform Transition FAQ

Clarizen has begun migrating to a new support ticketing system. Here are some FAQs related to this migration.

Ticketing

1.) When will the migration to the new ticketing system occur?

The migration has been completed and the new system is accessible at:
https://support.planview.com/

If you have any issues during the cutover period, you may contact us at customercare@planview.com

2.) Can I still access the view of all my cases?

Yes, a view of all your cases for the past three years will be available in the ticket (case) portal at https://support.planview.com/

3.) How will I communicate on open cases after the migration?

Your cases will be visible in the new ticket portal at https://support.planview.com/ which you can respond through by email or through the portal. You will receive a message from your open cases on the new platform with your updated case numbers.

4.) Where will I submit cases?

Support Portal: https://support.planview.com/

Login instructions will be emailed to existing named users with access to contact Clarizen Customer Care prior to go-live, and a guide for the new ticket portal will be sent after your account is enabled.

If you did not receive an email with login instructions, you can do a password reset with your email address. If that does not generate an email, please check your spam/junk folder and then with your IT team to make sure they are not blocking emails from salesforce.com. 

Phone: +1 (512) 346-8460

5.) Will the ticket priorities change?

No, ticket priorities will not change but the title of Priority levels will change to Severity. When submitting new cases, you will be asked to complete the Severity field, depending on the case type entered.

• P1 becomes Critical – The issue affects critical functionality or critical data. It does not have a workaround. Critical components or application areas are not functioning and business/decision-making is adversely affected.
• P2 becomes Major - The issue affects major functionality or major data. It may have a workaround but is not obvious and is difficult. 
• P3 becomes Moderate - The issue affects minor functionality or non-critical data. It has an easy workaround. 
• P4 becomes Minor - The issue does not affect functionality or data. It does not even need a workaround. It does not impact productivity or efficiency. It is merely an inconvenience. 

Knowledgebase, Product Documentation, etc.

6.) Will there be a Knowledge Base in Community with Release Notes, etc.?

The existing Clarizen Community content will be available on the current platform until at least February 2022. As part of this move, we have reviewed all the articles, videos, etc. from the current Clarizen Community and will be loading them into the Planview Customer Success Center. 

7.) Where will I find User Forums?

User Forums will continue to be available at http://success.clarizen.com with a planned migration during a future phase.

8.) Where can I find events and training information?

Events and training information will also be available from the Customer Success Center after Go-Live in December.

We hope your experience as we migrate will be seamless. Please let us know if you have any questions, comments, or concerns.