Purpose
This knowledge article provides insights and answers to frequently asked questions about SAS Managed Services customer's usage of the Customer Service Portal for incident and request case management purposes.
Audience
All SAS Managed Services customers.
SAS Managed Services Frequently Asked Questions
Can I continue to use Jira to log requests and incidents?
After Sept 16, 2024, all customer-submitted hosting requests and incidents will be entered in the Customer Service Portal. Customers will no longer be able to create new tickets in Jira.
Customers can continue commenting on existing Jira tickets until closure. Customers will also be able to view historical tickets.
How do I login to the SAS Customer Service Center portal?
Navigate to https://service.sas.com/csm and enter your user name (email address) and password.
For additional information, refer to SAS KB0036554, "Register, login, and maintain profile information in the SAS Customer Service Portal."
Are there training materials or videos to help navigate through the new SAS Customer Service Portal?
For help with navigating the portal, refer to SAS KB0039063, "Open and Manage Cases for SAS Hosted or Remote Managed Environments in the SAS Customer Service Portal." This article includes a video walkthrough for additional training.
Can a SAS Project Owner give a live demo on the Customer Service Portal where customers can raise dummy tickets?
Project Owners can host interactive sessions to assist customers with submitting live tickets into the Customer Service Portal.
Customer demos are not available in the Production Environment.
Do I need to provide static IP addresses to be allow listed by SAS to access the Customer Service Portal?
The Customer Service Portal is a secured public site, and no VPN or static IP is required to access it.
Is there a limit to the number of users who can access Customer Service Portal?
There is no current limit to the number of customer users who can access the Customer Service Portal.
Note that a user must be affiliated with a SAS Managed Services customer account in order to submit hosted and remote managed tickets.
Who should I contact if I have queries about how to use the Customer Service Portal?
Contact your Cloud Project Manager or Cloud Service Delivery Manager (CSDM) with questions.
Am I still able to open technical support cases by sending an email to support@sas.com?
To receive the best customer service, navigate to Customer Service Portal and use the Product Support form for SAS software and usage enquiries and the Managed Services Support form for hosted and remote managed environments inquiries.
How do I request a new account to use the Customer Service Portal?
Navigate to the Customer Service Portal, use the Managed Services Support form, and select Request Something > Account Management > Create new account.
If I forget my password or my password expires, can I reset my password or should I request that SAS reset it?
You can reset your password using these instructions and do not need to request SAS to reset it.
- Navigate to www.sas.com, and then select the Sign in option at the top of the screen.
- Click Sign in and then click Forgot password.
- Use your email for the username. You will receive an email to reset your password.
- Follow the instructions in the email to reset your password.
Note: Passwords must be updated every 90 days. You will receive an email notification before the password reset date.
Can I re-enable my account if it's disabled, or should I request that SAS do that?
An Account/Profile reset is different from password reset. Although you can reset your password, you are unable to reset a disabled account/profile.
You need to request SAS to re-enable your account/profile if it has been disabled using one of these methods:
- Contact your PM or CSDM to request that your account be re-enabled.
- Alternatively, you can ask someone from your organization who has an active account to submit a request to re-enable your account for you.
After SAS has re-enabled your account, you can reset your password by following the process described above.
Can I add additional users or do I need to ask SAS to create new accounts?
Customers cannot add new accounts.
To open a request for new accounts, navigate to the Customer Service Portal, use the Managed Services Support form, and select Request Something > Account Management > Create new account.
Can our internal ServiceNow ticketing system integrate with the SAS Customer Service Portal?
Integration of the SAS Customer Service Portal with any customer systems is not available.
What are the response times when cases are opened?
For the most up-to-date information about case response times, refer to the SAS Technical Support Policies statement.
For additional information, refer to your contract or contact your Managed Services CSDM.
Can I change the priority of a case after submitting it?
The priority of the case is determined by the impact and urgency of the issue. If you would like to request a change, update the case comments with the desired priority and add your justification.
If the issue is urgent, contact SAS Technical Support via phone at +1-800-727-0025 or via regional phone numbers at Contact SAS Technical Support page.
You must be available to work with Tech Support on a Priority 1 Case.
Can I change the details entered for the case after submitting it?
You will be unable to change the main fields of the case after it is submitted. But you can update an existing case with additional comments. If you need to start over, close your case from the portal after adding an explanatory note. Then open a new case with the correct details.
How can I view my open and closed cases? Can I see all the cases opened by other members of my organization? Will I be able to use filters to see cases that I am interested in?
You can view, filter, and sort any case associated with your account by completing these steps:
- Select Case > All Cases at the top right corner of the Customer Service Portal as shown below.
- Click the Filter icon on the left above the list table.
- Add any desired filters. The example below shows how to filter to see only closed and resolved cases.
- Click the column headers to sort by that column or invert the sort order of that column.
- You can view all cases opened by your profile by selecting the Case menu from the top navigation and clicking My Open Cases. All Cases opens a list of all cases that your profile has access to see. You can view cases that any account contact has opened.