How to Manage Your Support Case

How to Manage Your Support Case

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Created On 08/07/20 15:48 PM - Last Modified 02/21/22 07:47 AM


Objective
Customers with Platinum, Premium, or Standard Support subscriptions may open a case with Palo Alto Networks Technical Support. If you have this permission, you may manage your case using the Customer Support Portal (CSP) > ‘Support Cases’ link.

In your existing and open support case, you can view your options in the ‘Manage Your Case’ tab. A case with the Case Status of ‘New’ will not have all of the options available.

NOTES:
  • Recommended for critical cases - create a Web case, then call support and enter case number in automated system
  • If you are unable to create a case for any reason, request Login Assistance
  • Customers with Premium Partner support cannot create a technical case directly with Palo Alto Networks. The case should be opened by the respective ASC Partner
  • You will not be able to change case contact yourself. Request to change case contact in a case comment of an open case


Environment
Customer Support Portal

Procedure
Managing Your Support Case

You will need to access the specific support case from the Support Cases tab in CSP.  Access the case by clicking on the Case Number in the CSP Support Cases view.  You can search for a specific case with the Search Cases option on the right side. Enter the case number in the field then click ' Go! '

User-added image

Once you have selected your case, the options available to you will be displayed in the ‘Manage Your Case’ tab. Note: If your case was just created, or is in a ‘Closed’ status, these options may not all be available.  


Requesting a Case Update

If you need an update prior to the stated SLA response time, you may request an update using the form provided. Completing the form by explaining the reason for the request then Submitting the request will notify the Case Owner and their Manager. There will also be a public case comment placed into the case to record this request.

manage your case.PNG



Changing Case Severity

If there are changes to the business environment or other factors impacting the handling of the case you may change the case severity using the form provided.  Severity may be adjusted up or down depending on the business environment.  You will be asked to select the ‘New Case Severity’ and the reason for the change from the respective drop down menus.  There is also an “Additional Information’ field to provide supporting comments for the scenario.  

When completed, the Case Severity will be updated in the case, and a public comment will be entered.

If there are changes to the business environment, or other factors impacting the handling of the case you may change the case severity using the form provided.



Requesting to Close a Case

If you would like to close your case, you can request that action be taken.  Select the ‘ Request to Close Case’ tab. Click on the button “Submit Request to Close Case” and the case owner will be notified, the case status updated accordingly.

If you would like to close your case, you can request that action be taken.


RMA cases:  
If your case qualifies for an RMA, you can find RMA related information, tracking details (if applicable) under the RMA tab. Do you need RMA Return Instructions? Click the Request Return Instructions under the RMA tab > RMA Information. The Return Instructions will be sent to the Asset Recovery contact provided in the RMA case in 24 hours. 


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