How to Create an Admin Case from Customer Support Portal

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.

1. Access the Support Portal at https://support.paloaltonetworks.com

2. From the Customer Support Portal, Click on the Create a Case tile on the Home Page

3. Click on the Create an Administrative Case Tile to resolve non-product issues related to account, inventory, member management, and licensing

4. Select the product that has issues.

5. Select the asset you need help with

6. Select the specifics about the admin issue

7. 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.

8. Select the Impact Level that best Matches your situation

9. Check the recommended solutions

10. 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.

11. Confirm your preferred contact number and Click on the File a Case button

9. 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.