topic Re: Unable to Open a Support Ticket in General Topics

Unable to Open a Support Ticket

MikeBurrill — Fri, 04 Nov 2022 13:15:01 GMT

I am a superuser and I'm unable to open a support ticket as the "File a Support Case" radio button is grayed out. The device I am opening the support case for is covered. Please help.

Re: Unable to Open a Support Ticket

DavePalo — Tue, 08 Nov 2022 00:31:11 GMT

Hi Mike,

Is your Palo Alto support "Premium Support" or "Premium Partner Support" please?

Thanks,

Dave

Re: Unable to Open a Support Ticket

kiwi — Thu, 10 Nov 2022 12:54:49 GMT

Hi @MikeBurrill ,

Please confirm that all of the required elements are filled out.

The button to file a support case won't light up unless ALL of the required form fields are checked as displayed in the screenshot:

Kind regards,

-Kiwi.

Re: Unable to Open a Support Ticket

VarunB — Thu, 10 Aug 2023 08:56:31 GMT

With all details, you have to fill additional details also.

Re: Unable to Open a Support Ticket

kiwi — Thu, 10 Aug 2023 10:10:26 GMT

Hi @VarunB ,

Correct, you can add tech support file or add logs/information on all the troubleshooting steps you have done so far. This will greatly help TAC into troubleshooting further.

Kind regards,

-Kim.