We have fully migrated all functions of this system to the Ivanti Support Portal. 

Q – How do I access CCSM / support.heatsoftware.com?

A – CCSM is read only for all users and all data has been migrated to Salesforce.  If an internal person wishes to access it read only you must use your Internal User Name and Password.  If you don’t know your password, use the Forgot Password link.  If you still have issues, please fill in our “I need login assistance” form with details.

Q – How do internal staff raise service requests?

A – Please see our internal only guide (you must be logged into the Ivanti Community to view).

Q – How do I search on HDA numbers or HEAT serial numbers to find a HEAT account?

A – You can just type their number into the search bar in Salesforce.  More details and screenshots are available here.  You can also search on an old CCSM incident id to locate the new Salesforce case id.

Q – How do HEAT customers contact support?

A – All details are on https://www.ivanti.com/support/contact or from the Ivanti Community select the Contact Us button in the header.

Q – I have a customer who can’t seem to get registered or login to the Ivanti portal, what should I do?

A – If you have a support case you can assign it to CSO-Customer-Care.  If not please advise the customer to use the “I need login assistance” link on the register or login page and Customer Care will contact the customer.

Q – How do cloud customers raise service requests?

A -  This document can be shared with customers which includes instructions.

Q – How do cloud customers view the change calendar?

A -  This link can be shared with customers.

Q – Can customers locate incidents using their old CCSM incident id?

A – Yes there is a filter on the portal called Historical Id that they can use (shown below).  Here is a link where customers can view their incidents and requests on the portal (and then hit Add Filter to select to filter by Historical Id).