topic Re: Unable to open a support case in General Topics

Unable to open a support case

ICT-Services — Wed, 18 Nov 2020 08:43:55 GMT

Is anyone else having problems opening a new support case via supportcases.paloaltonetworks.com? Whenever I try to open a new case I am able to complete step 1 just fine however when I get to the section of selecting the asset effected there are no tick boxes next to any of the assets. The filtering drop downs on the columns also appear to be missing the images however these options do still work.

I have tried this on multiple computers and on different internet connections (to rule out any firewall/url filtering issues). I have attached an image of what my asset selection screen looks like, no matter what I do I am unable to select the effected asset and therefore can't proceed to the next step to open the case.

Is there either a quick way to resolve this or an alternate way I can open a new support call in the mean time?

Re: Unable to open a support case

kiwi — Wed, 18 Nov 2020 09:07:44 GMT

Hi @ICT-Services ,

Have you also tried different browsers ?

I am seeing the checkboxes fine on my end when doing the test. Are you logged in as super-user (just trying to make sure it's not an access rights issue and your username only has visibility access) ?

Note: The filtering drop down images on the columns are also missing for me but as you said, it's functional.

Cheers,

-Kiwi.

Re: Unable to open a support case

ICT-Services — Wed, 18 Nov 2020 09:13:55 GMT

Hi @kiwi ,

Yes I have tried this in Edge, Chrome, and Firefox just to be sure. I can also confirm I am a super-user and I have been able to raise support cases for these devices in the past.

Thanks,

Re: Unable to open a support case

kiwi — Wed, 18 Nov 2020 13:45:32 GMT

Hi @ICT-Services ,

Well, checking the 2 devices I've noticed that they both have a BACKLINE support contract attached to them, meaning you can't open a support case directly with Palo Alto Networks for them. Instead you'll need to reach out to your ASC to open a support case.

@rajputaman04 , what issue are you experiencing exactly. What kind of support contract is linked to your devices ?

Cheers,

-Kiwi.