Troubleshooting › Contact CA Support › Prepare for a Call on an Existing Issue

Prepare for a Call on an Existing Issue

When you call CA Support, see the issue at hand by contact number, not by the name of the Specialist with whom you previously spoke. The issue might have been transferred to a different group internally, and a new Specialist might have assumed responsibility for further action on the issue. All prior history of the contact is retained in the CA Support tracking and reporting system under that contact number, so that the new Specialist has immediate access to it.

Prior to placing the call, have the following available:

• The Support Contact Information form containing the supplied information: CA Support Specialist name, contact number, issue number (if there is more than one issue associated with the contact number), solution number, if provided, and your CA Client ID.

  Note: If you no longer have the Support Contact Information form, look up the contact number recorded on your Support Contact Number Log form.

• A brief description of the nature of this call.