topic Re: Admin Case - Selecting Assets - Not Possible in General Topics

Admin Case - Selecting Assets - Not Possible

DonaldGamble — Fri, 18 Nov 2022 08:20:29 GMT

Hello,

I am trying to open an ADMIN type case to change our end user ASC, on behalf of the end user.
At the stage where the tool gives a pop-up to indicate which serials/deviices are involved in the request,

Find Asset Tenant ID/ Serial #*

It is further not possible to do so.

The tool pop-up does give a list of all available assets from which to select. But there is no way to select it. You cannot click on it, there is not manner to select out of the list. The customer experienced the same trying to enter the ticket themselves.
Is this a tool error? We tried different browsers, same issue remains.

Re: Admin Case - Selecting Assets - Not Possible

emr_1 — Fri, 18 Nov 2022 08:50:49 GMT

The end user can open a case for the devices with 'Premium Support' under his CSP.

If the devices have 'Premium Partner Support', the end user can't open a case in his CSP, though ASC can open a case under ASC's CSP.

Even above description is general rule, you might possible to select 'Proceed w/o SN'.

Search by dummy serial at first, then select this box at result screen.

I'm not sure that TAC engineer will handle this kind of cases or not.

Hope this will help you. Good Luck

Re: Admin Case - Selecting Assets - Not Possible

DonaldGamble — Mon, 21 Nov 2022 09:17:56 GMT

Thank you, I did not see that choice, thanks for pointitng it out. I was a able to proceed,

regards