This SAS KB article explains how to open and manage cases for SAS hosted or remote managed environments within the SAS Customer Service Portal. All other SAS customers should reference Create and manage cases and administer site access in the SAS Customer Service Portal.
To learn more about other customer portal functionality, see the following topics:
- Search SAS support knowledge bases
- Register, login, and maintain profile information in the SAS Customer Service Portal (Note: SAS Managed Services customers do not need to complete the steps in the Register section of this article, but everything else in the article does apply to them.)
Note: If you have questions, refer to SAS Managed Services Customer Service Portal Frequently Asked Questions.
Table of Contents
Cases
Open a Case
Submit an issue or question to SAS Support using the Open a Case page. There are two ways to reach this page once logged in to the SAS Customer Service Portal.
Click Get Help
One way to open a case is to click Get Help in the center of the Customer Portal home page:
Select Open a Case from the page that opens. Here are the types of cases that you can open:
- Managed Services Support Case: Get help on your SAS hosted or remote managed environment.
- Product Support: Get support for your product from the Technical Support team.
- General Support: Get support for the SAS Customer Portal, your SAS Profile, a SAS trial, or ask a general question about SAS.
- Licensing Support: Get support for your SAS license or ask invoicing questions.
- Education or Training Support: Get academic assistance or support for SAS learning software, books, certifications, Coursera, or other training.
- Event Support: Get support for SAS events, including Innovate, Hackathon, webinars, or other events.
Use the Case Menu
The other way to open a case is to click the Case menu at the top of any page in the portal and click Create a Case.
Provide Details
On the Open a Case page, provide as much detail as you can in each of the fields. All required fields are indicated by the red asterisk (*).
The Managed Services Support Case form asks: “Are you reporting and issue or requesting something for your SAS Managed Services Environment?”
Use the Reporting an issue option for outages, and system availability or break/fix related issues.
Use the Requesting something option if you need something added or changed in your existing environment.
When describing your issue or question, provide details that will help us understand the specifics of the issue. Consider providing answers to these questions:
- What do you see that indicates that there is a problem?
- What were you expecting to happen?
- When does the problem occur (what did you do to create the problem)?
- Did it ever work as expected?
- How often does the problem occur?
- Who is it happening to? For example, is the issue restricted to certain user IDs or to certain workstations?
- When did the problem first occur?
If you open a Product Support case, you need to fill in the Account/Site field. If your Site Number is not available, follow the instructions in Locating Your SAS Site Number or contact your Site Representative.
You can add attachments to support the case, including screenshots or related files using the Add Attachments button in the bottom right of the case form.
In the final field of the form, you can select other contacts associated with your account to be informed about this case.
Once the case form is complete, click the Submit button to the right of the form.
Case Emails
Ensure emails from sas@service-now.com are not being flagged as junk in your mailbox.
When responding to a SAS Technical Support case email, reply to the email you received rather than sending a new email with the case number in the subject line.
Manage Cases
My Open Cases
You can view all cases opened by your profile by selecting the Case menu from the top navigation and clicking My Open Cases.
My Open Cases opens a list of your open cases with the Case Number, Short description, Product, Account, State, and when the case was last updated. You can sort the list by selecting a column header. Selecting a column header toggles the list results between ascending, descending, alphabetical, or reverse alphabetical order.
Click the Case Number to open a detailed view of that case. On the case details page, you can provide more details or send a message by typing in the text box and clicking the Send button.
You can also add attachments by clicking the Attachments tab button. You have the option to drag-and-drop a file into the area labeled Drop files here, or you can click the paperclip icon.
All 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.
From any page in the Customer Portal, access All Cases by selecting the Case menu from the top navigation and clicking All Cases.
Sort the All Cases list by selecting any of the column headings. Selecting the column headings toggles the list results between ascending, descending, alphabetical, or reverse alphabetical order.
Action Needed
When viewing All Cases or My Open Cases, you can also view the Action Needed list from the left menu. This list shows only the cases awaiting information or waiting for the solution to be accepted or rejected.
If the case state is Awaiting Info, click the case number and provide additional information in the text box. Then, click Submit to send.
If the case state is Resolved, a solution was provided. Click the case number to view case details. Then, click the Actions drop-down list to the right of the case title and select either Accept Solution or Reject Solution. If the solution was rejected, follow up with more information for the support agent to assist you.
Video Tutorial
See this helpful walk-through video for additional information: