Enhanced Security Measures in Place:   To ensure a safer experience, we’ve implemented additional, temporary security measures for all users.

I can't open support cases

cancel
Showing results for 
Show  only  | Search instead for 
Did you mean: 
Announcements

I can't open support cases

L1 Bithead

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

1 accepted solution

Accepted Solutions

Cyber Elite
Cyber Elite
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
Tom Piens
PANgurus - Strata specialist; config reviews, policy optimization

View solution in original post

3 REPLIES 3

Cyber Elite
Cyber Elite
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
Tom Piens
PANgurus - Strata specialist; config reviews, policy optimization

Hi,

 

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

 

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

Tom Piens
PANgurus - Strata specialist; config reviews, policy optimization
  • 1 accepted solution
  • 14672 Views
  • 3 replies
  • 1 Likes
Like what you see?

Show your appreciation!

Click Like if a post is helpful to you or if you just want to show your support.

Click Accept as Solution to acknowledge that the answer to your question has been provided.

The button appears next to the replies on topics you’ve started. The member who gave the solution and all future visitors to this topic will appreciate it!

These simple actions take just seconds of your time, but go a long way in showing appreciation for community members and the LIVEcommunity as a whole!

The LIVEcommunity thanks you for your participation!