How to Create an Admin Case from Customer Support Portal
Objective
The following guide aims to provide step-by-step instructions for each stage of the Admin Case Creation process facilitating a smoother workflow and help you create a well structured case.
Environment
Customer Support Portal
Procedure
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Access the Support Portal at https://support.paloaltonetworks.com
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From the Customer Support Portal, Click on the Create a Case tile on the Home Page
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Click on the Create an Administrative Case Tile to resolve non-product issues related to account, inventory, member management, and licensing
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Select the product that has issues.
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Select the asset you need help with
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Select the specifics about the admin issue
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Continue to fill out the form by describing the problem in detail. Add details of the most recent issue Date/Time and click on the Next button to proceed.
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Select the Impact Level that best Matches your situation
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Check the recommended solutions
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File upload and screen recording. Please upload any file related to the issue within this section . Also, you can record the error directly going to a different window,tab or sharing screen. This will automatically attach the recording into the case.
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Confirm your preferred contact number and Click on the File a Case button
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After filing the support case, you will get a confirmation of your case creation. From here, you can attach helpful documents to assist your case resolution or go to the case list to view the status of the Case.