topic I can't open support cases in General Topics

I can't open support cases

FWTECNOFORM — Tue, 19 Mar 2019 16:33:07 GMT

When I try to follow the article about support cases I get stuck on step 2 / 3

https://knowledgebase.paloaltonetworks.com/KCSArticleDetail?id=kA10g000000ClNSCA0

I can see one of my firewalls and his serial, but I can't click on it.

How can I solve it?

I also tryed the support on the phone but I can't get to speak to anyone.

Kindest Regards

Re: I can't open support cases

reaper — Tue, 19 Mar 2019 17:58:28 GMT

Hi

You have partner enabled premium support
This means you need to reach out to your ASC partner to open support cases and can't do so via the Customer Support Portal

Kind regards

Re: I can't open support cases

MrinmoyMajumder — Tue, 23 Apr 2019 05:19:05 GMT

Hi,

If I can't open a case via Customer Support Portal, then what is the purpose of "create case " tab on it.

Re: I can't open support cases

reaper — Tue, 23 Apr 2019 09:55:25 GMT

hi @MrinmoyMajumder

This button requires an appropriate support contract to operate, and permission from the account (to which the contract is bound) superuser to use.

If you are unable to create a case, you may have partner enabled premium support and will need to reach out to your support provider, or the account superuser may not have granted you permission to open cases