Support Tickets not able to access any more

[harinhs1]

The chat support was removed on recently around May 1st, Got email to access the ticket, but the links are broken, any work around to view our ticket? No updates even if we reply to that email.

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Subject: [EXT]Your support case has been migrated to the new support portal

Hi

Thanks for reaching out to Dynatrace Support. We've moved over to a new support portal. Please follow this link or reply directly to this email to continue receiving support on your existing case.

For reference, your previous case number is 633545.

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one.dynatrace.com doesn't contain the link to tickets even after login.

Thanks,

Hari

[MaximilianoML]

Hello @harinhs1 

1. Go directly to the Dynatrace Support Center: https://support.dynatrace.com/
2. Make sure you are logged in with the same email address that originally owned or created the case. If your company uses multiple Dynatrace accounts, the migrated case may be linked to a different account/user.
3. If the migrated case link is broken, open a new support case and mention:
   • Previous case number: 633545
   • Subject of the migration email
   • That the migrated portal link is broken
   • That replies to the migration email are not being reflected in the case
4. Ask your Dynatrace account admin to verify your access. At account level, the user needs access that allows viewing/creating support tickets. There is also a Manage support tickets permission for broader access to tickets created for an environment. Dynatrace documents that View account allows users to view and create support tickets, and Manage support tickets allows access to all support tickets for the environment.

If none of this works, I would contact your CSM / Account Executive and ask them to escalate internally, because the issue looks related to the case migration rather than the original technical ticket itself. Some docs also mention to use the support center for urgent requests when chat is unavailable.

I hope it helps 😁