Palo Alto Networks Knowledgebase: Opening a Case with Customer Support

Opening a Case with Customer Support

19737
Created On 07/18/19 21:29 PM - Last Updated 07/18/19 21:38 PM
CSR Customer Support Portal Content Release Deployment
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Customer Support Portal

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Customers with Premium or Standard Support subscriptions may open a case with Palo Alto Networks Technical Support. If you have this permission, you now have two options available to create a case:

1) In the LIVE Community by using the "Create a Support Case Now" button in the right-hand margin
2) By using the Customer Support Portal (CSP) > Support Case link

Recommended for critical cases - create a Web case, then call support and enter case number in automated system

While these methods are generally the same, the method in LIVE Community requires a multi-account user to choose an account before selecting the device for the case. In the CSP, this is accomplished through the Change Account link. The details for each of these methods are described below.

If you are unable to create a case for any reason, please request Login Assistance.

NOTE: Case Management is not available to customers with Premium Partner Support whose cases are managed by their Authorized Support Centers (ASCs).

Creating a Support Case on LIVE Community using the "Create a Support Case Now" button

If you have the appropriate permissions and are logged into LIVE Community, you will see the "Create a Support Case Now" button in the right-hand margin of the LIVE Community anywhere in the "Customers" section.

Click the "Create a Support Case Now" button to start the process.

View of Live Community with large orange arrow pointing at Create Support Case button.png

If you are a customer with more than one account, you will have to choose the account with which you want to associate the case. Click one of the account names to proceed. If you do not have multiple accounts, you will go directly to the device selection screen.
(In the Support Portal, this is accomplished with the "Change Account" link.)
Screenshot of Account Selection table

Once you have selected the account, you will be taken to the device serial number selection screen. To continue the case creation process, jump to Step 4 in the instructions below.


Creating a Support Case Using the Customer Support Portal (CSP)

Steps to create a new case online

Step 1: Log in to the Customer Support Portal (support.paloaltonetworks.com).


Step 2: Click Support Cases
User-added image


Step 3: Click Create a Case
User-added image


Step 4: Choose a Technology, Product/Problem Area, Issue Category, OS Release

User-added image

Step 5: Review the Suggested Solutions to see if they can help resolve your issue

User-added image

Step 6: Select an Asset or Search for a serial number or tenant ID.
User-added image


Step 7: Review your case information and provide any additional details.

Ensure Subject and Description are complete and provide a clear explanation of the issue. 
– Include a Date and Time of the issue (if possible)
– Were there any changes made to the network or was any new traffic introduced?
– Were the devices in question upgraded or downgraded?
– Serial number of the device and its cluster peer
– Any logs, screenshots, or ACC output that can help further analyze the issue
– TechSupport file

– Select Priority: Critical = Network down, High = Partial network outage, Medium = minor or no network impact, Low = query

– Provide a Contact Number


Step 8: Click Submit to move forward with your support case or Cancel if you have found your answer


Upload a File

After your case is created, upload any logs, files, or screenshots that can help clarify the problem.
– Click your case number to open your case.
– Move to Case Files at the bottom and select Upload File(s).
Screenshot of area to upload case files


Click the add icon (+) to browse and upload your file

Screenshot of area to browse and upload files with orange box around Add Icon


Select Open, then select the upload file icon.

Screenshot of area to upload file icon with orange box around icon

 



Additional Information
Tutorials on How to Collect Debug Data
Tech Support File: How to Generate and Upload a Tech Support File Using WebUI and CLI

Virus False Positive: How to submit an Anti-Virus false positive
Vulnerability False positive: How to submit a vulnerability signature false positive

Traps Agent Logs from TMS Console: How to Collect Traps Agent Logs from the ESM Console
Traps Agent Support Files from Endpoint: How to Collect Traps Agent Support Files (Logs) from the Endpoint
Traps: Reporting WildFire incorrect verdict Addressing Incorrect WildFire Verdicts

GlobalProtect Connection issues: How to Open a Case on GlobalProtect Remote User VPN Connection Issues


Contact Us by Phone
We recommend creating a case online. The case will automatically be routed to the next available Technical Support Engineer or Customer Service Representative to contact you. If you wish to call, visit the Contact Support page for a phone number in your region.

NOTE: If you create a case over the phone, the automated system will require the serial number of your product.

A Technical Support Engineer will troubleshoot your issue and remain with the case until the issue is resolved to your satisfaction. You can view your case at in the Customer Support Portal (https://support.paloaltonetworks.com) > Case Management > View Cases.


See Also
Technical Support and Community Resources


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