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L1 Bithead
Posts: 7
Registered: ‎03-18-2019
Accepted Solution

I can't open support cases

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

Community Manager
Posts: 3,678
Registered: ‎11-16-2010

Re: I can't open support cases

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
L0 Member
Posts: 1
Registered: ‎04-22-2019

Re: I can't open support cases

Hi,

 

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

 

Community Manager
Posts: 3,678
Registered: ‎11-16-2010

Re: I can't open support cases

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

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