Welcome to the Enterprise Support Portal

Systems and Tools Support Teams - please provide your contact information, select from the list of qualifying questions pertaining to your issue and fill in pertinent issue information. Once submitted, your case will be routed to the proper support group based on the answers to the qualifying questions. You will receive an email containing your case number to the address provided in the form.

Note: If you are an SMB user, please submit a Cherwell ticket from Panorama

Please reach out to your team's leadership to request this access as they will need to communicate with their assigned DFAR to complete the necessary JIRA enhancement request.

DFAR Chalk page: https://chalk.charter.com/spaces/SPENINTAKE/pages/2704626659/DFARs+FPDTs

To avoid delay, all required approvals must be attached at the time of Case submission.

Effective May 20, 2022 - Showpad Access Requests must be submitted via Jira which can be found here:
https://chalk.charter.com/display/SSOINTAKE/

Salesforce EOM New User Access must be submitted through Cherwell

Instructions:

Navigate to Cherwell by clicking here
Follow the path: Open a Ticket > Enterprise Applications > Salesforce Commercial - L_TWC > Access Request

** Selecting 2 or 3 above will result in real time completion rate during business hours, while selecting More than 3 will not. For faster completion rate on large merge requests, please submit multiple merge request with 3 accounts to be merge at a time.

** Please note Charter and BHN Password Reset Request must be submitted via a Service Now ticket in Panorama

Example of what we are looking for:

-What are you encountering? Need to be able to xxxx but getting an error message.

-Steps to Recreate Issue:

Clicked on XXXX,

Selected XXXX from drop down,

Clicked on XXXX and received the following error: XXXXXXXXXX.

Please see attached screenshot.

If the SalesForce Billing Snapshot does not populate for an account service location or not all services are displaying, please check the following information:

- Ensure that the Billing Account Number (BAN) is entered correctly on the SL to match the Biller;

- Verify that the Billing Account is active in the biller, as SalesForce will not display Disconnects and Pending Install status services in the Billing Snapshot;

- Search the BAN in a global Salesforce (SF) search to verify that it is not duplicated on another SL in SF - if so, send a case to Sales Support to remove the duplicate BAN in SF; You will see the following warning:

"These services may not be up to date with Billing system. Message:First error message is:Attempting to update (as part of an upsert) parent field Account__c with new value xxxxxxxxx, current value is xxxxxxxxx"

- Verify with Order Management (OM) that there is not an open Work Order (WO) in the Biller that may be causing the current services inconsistency between the biller and the SF SL - if so, as OM if and when the WO can be completed to update SF.

If you have verified all of the above and you are still having an issue with existing active services not pulling in on your order, please make the following selections in the Enterprise Portal to submit a new case: "Salesforce Issue" > "Offer or Pricing Issue" > "Error Message in UI or System is not responding as expected."

Welcome to the Enterprise Support Portal

***Please note that this form is not for Sales Support. Please follow their case submission process.***

Please note that this form is not for Sales Support. Please follow their case submission process.