How to open case for vION serials that are not visible in Support Portal
Objective
How to open a case for vION serials that are not visible in Customer Support Portal.
Environment
vION Support Cases
Procedure
Customer should always open a Support case using the Stub Serial of vION that is visible in the Customer Support Portal/Account under IONs section as noted below.
Products > IONs > Virtual Devices
Support license is associated with the Stub S/N, so customer will be able to open a case using that serial.
Additional Information
Each provisioned vION has a unique serial number which is not visible in the Customer Support Portal.
A vION S/N is generated from the ION directly, thus Support cannot view the license information for this asset. The full vION serial numbers are accessible only via the Prisma SD-WAN portal.
Only the STUB serial number is visible in the Sales Order and under Customer Support Portal, Products > ION > Virtual Devices.