How to create a Technical Support Case from the Customer Support Portal

The article provides step-by-step instructions for each stage of the Technical Case Creation process facilitating a smoother workflow and helping you create a well structured case.

• Customer Support Portal (CSP)

Access the Support Portal:

Navigate to the Customer Support Portal at https://support.paloaltonetworks.com

How do I create a new case?

1. After navigating to the Customer Support portal, from the Home Page, click on the Create a Case Tile.

2. You will be directed to the Case creation page as displayed below:

3. Select any of the products you require help with.  

Note:

• The process is a little different when you select Panorama, Prisma Access or Virtualization/VM-Series as your product. 

• In this case you will need to answer questions  to help identify if your product is Panorama, Prisma Access or Virtualization/VM-Series:

4. Select the asset you need help with:

Note: If you cannot select the serial number, check the support type. If it says Partner Enabled Premium Support, it means that you cannot create a support case directly with Palo Alto Networks for that asset. Contact your ASC partner who will assist you or open the technical support case on your behalf. 

You can check the ASC contact details in CSP under Products > Assets, filtering for the serial number, clicking Edit. 

5. Continue to fill out the form by describing the problem in detail with issue symptoms. Add details of the most recent issue Date/Time and click on the Next button to proceed.

What should be included in the Issue Description?

1. Describe the Scenario and include actual vs expected behavior

2. Include symptoms 

3. Include OS version, error messages/codes or other identifying details, send screenshots if applicable.

4. Does the problem happen all the time? Is it random, or does it appear under certain conditions?

5. Have you made recent changes that you think are related?

6.  Select the type of problem using the drop-down menu or the displayed Tile

7. Select the Impact Level that best matches your situation:

8. For Critical/Severity 1 issues the user needs to answer the clarifying questions and click on the acknowledgement checkbox.

9. Make sure to check the recommended solutions first. You can review the recommended solutions for extra resources which will further enable you to self-serve a solution.

10. Can’t find a solution? Go ahead and fill in the additional questions. Answering these questions will help us reduce the time that it will take to resolve your issue. Based on the Issue concentration selected , there is a mandatory TSF upload step (for Netsec Products Only). If TSF required , please upload a TSF with file extensions .tar, .zip, .tgz, .tar.tz . Once TSF is loaded the back box on the right will disappear. Please make sure to upload all additional optional files that are mentioned in the optional file upload section.

Screen Recording is an optional step . Capture any errors by going to different tabs, windows or sharing the entire screen.

NOTE: For critical cases (hard down), specific issue concentrations where the TSF is not applicable (system boot issues), and cases involving U.S. Federal Government, National Government, Defense Agencies, and Air-Gapped environments, uploading a Tech Support File is not mandatory. 

11. Fill in the additional or any other version related questions.

12. Confirm your preferred contact number. You may allow the Support teams to  access your CSP account to diagnose your issue faster by granting impersonation access (if applicable, only for selected products). Click on the “File a Case” button to save all the entered information.

13. After filing the support case, you will get a confirmation of your case creation. From here, you can attach any other optional documents that you have not already uploaded to assist your case resolution or go to the case list to view the status of the Case. The status of the already loaded files will be displayed in this page. 

 Success! You have successfully filed a case.

Note: If you have problems logging in to create a case, the system will automatically try to correct any backend issues.  If the issue can't be automatically resolved, the system will create a case and provide you will the case number. 

For additional inquiries, please visit the FAQ section of our LIVE Community post here.