open, view, and manage cases

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View Case List

Open, View, and Manage Cases

Select the Cases tab at the top of the page.


View Case List


• The Case List View page displays all cases that are visible to you.• The List View drop-down menu is set to Recently Viewed by default.• Click the List View drop-down menu to view All Closed/Open Cases or other views.


Open/Create A Case


Click Create Case.


Open/Create A Case


On the New Case page:• Select Admin if you have a non-technical issue.• Select Tech if you are facing a software or hardware issue.• Select Tech PAYG Cloud if you are facing an issue with a product purchased from a cloud seller such as

Amazon.• Click Next.


Open/Create A Case (cont.)


• In the New Case: Tech page, select the case Priority based on the critical level of the issue.

• Select the required contact method from the Initial Follow-up Method drop-down menu.

• Enter a contact number in the Preferred Callback Telephone Number field.

If you’re facing a severe outage due to the issue, then selectP1 – Critical priority. If your issue does not need immediate attention, then select P4 – Low.




• Enter a short summary about the inquiry in the Summary field• Enter the detailed information about the inquiry in the Description field and click Next.




A valid Serial Number or Software Support Reference Number is required to open a Tech case.

• Enter the Serial #/ Software Support Reference # and click the green arrow. • The Product Series and Platform fields are auto-populated. Click Finish.


View Case


Select the desired case from the Case List View page to view the case record.


View Case


• A quick summary of the case is displayed in the top section of the Case Details.• The Details tab displays details related to the case such as, Case Overview, Account Name, and Status.


Manage Case – Posts & Actions


Once the case is created, you can perform any of these activities to manage the case.

• Click the Posts & Actions tab. • Click Share an update in the Post sub-tab to create a post.


Manage Case – Posts & Actions


•Enter the required text in the field to write a post.•Enter @ or # followed by the name to tag specific people or group to your post•Click the Attachment button to add an attachment.•Press Enter on your keyboard to post.


Manage Case – Escalate Case


• Click the Escalate The Case sub-tab. • Select reason from Escalate Reasons options.• Enter your issue in the text box, your Country, and your Phone number, and click Next.


Manage Case – Change Priority


• Click the Change Priority sub-tab.• You can click each of the options in Priority Choices to learn more about which Priority to select. • Click Next.


Manage Case – Request Case Close


• Click the Request Case Close sub-tab.• In the Add Comments field, enter closure reason. • Select Yes in Are You sure you want to close the case? field. • Click Next. The closure request is sent to the Agent.


Manage Case – Related


View all Related RMAs, Related Cases and Watch Lists under the Related tab.


Manage Case - Attachments


• Click the Attachments tab. • All the attachments related to the case are displayed here. • Click the Attach button to attach file to the case.• Click the Recycle bin button to delete file from the case. • Click the article link, KB23337, for instructions on using SFTP to upload large files to a case.

open, view, and manage cases

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