How to submit a new question for NXP Support

Document created by Iva Dorazinova Employee on Feb 2, 2016Last modified by Iva Dorazinova Employee on Jun 7, 2017
Version 20Show Document
  • View in full screen mode

Please use this procedure only for confidential cases and for cases which cannot be publicly shared on Community.

 

Question here means issue, ticket, case... and other synonyms.

With the new NXP the new websites come as well and a procedure for question submitting is different.

 

Please, follow the steps:

1) Visit www.nxp.com and click on Support on the top of the webpage

2) Select Support under Support Resources section


3) Scroll down to the bottom and click on Go to Tickets under MY TICKETS section


4) Login to the NXP Community - you must be registered here on www.nxp.com


5) Select "Add a folder"

6) Is necessary to fill the details about your project

7) After successful folder creation, you can add new case

8) Fill the form for New Case

 

9) Case was successfully created, click on icon below and you will find the response from the NXP


Please, see description of the status:

New - case created

In Progress - case assigned

Answered Back - case answered

Redirected - case internally redirected to product box

Pending Customer Reply - customer reply required

Pending Internal - internal expertise required

Escalated - the case is not assigned for 48 hours or was escalated to specific expert box

Close - case closed after 7 days customer no activity

 

How to update the ticket?

Just click on "Reply" button in the email coming from tech.support@nxp.com

 

10) Here you will see a list of your contexts and their cases

 

12) You can invite people to your context

Participants

  • get access to a context and can see everything within this context: all cases and the related communication.
  • can also submit new cases, like the context owner.

 

Observers

  • get view-only access to a context and can see everything within this context: all cases and the related communication.
  • cannot submit new cases, this is reserved for the context owner and participants.

 

Participants and Observers

  • are automatically notified about new cases created, including the description of the case.
  • are automatically suggested to our support team to be kept on copy of emails

 

 

 

I hope this makes your life easier :-)

 

Best Regards,

Iva

16 people found this helpful

Attachments

    Outcomes