This knowledge article explains how to open and manage cases and how to create and manage account contacts within the SAS Customer Service Portal. Customers who have a SAS hosted or remote managed environment should refer to Open and Manage Cases for SAS Hosted or Remote Managed Environments 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
Cases
This section covers how to open a case and how to manage your opened 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 in the center of the Customer Portal home page and then select Open a Case from the resulting Support page.
- From any page in the portal, click the Case drop-down list on the top navigation menu and select 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 (*).
Note: If the Account/Site field is required and you do not see your Site Number(s) available to select, follow the instructions in Locating Your SAS Site Number or contact your Site Representative.
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?
- Is this a performance-related issue? That is, does your SAS log show much higher values for Real time than for CPU time?
If so, please add this block of statements to the top of your program file and run the SAS process again:
options fullstimer source source2 msglevel=i mprint notes;
options sastrace=",,,ds" sastraceloc=saslog nostsuffix;
proc options;
run;
libname _all_ list;
/* your program goes here */
Save the SAS log to a file and send it as an attachment.
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 kept 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 Open Cases
All cases opened by the user profile logged in to the customer portal can be viewed by selecting the Case drop-down list from the top navigation and clicking My Open Cases.
My Open Cases presents a list where you can view 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.
Select 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 presents a list of all cases your profile has access to see. If you are the site representative, you can view cases any account contact has opened.
From any page in the customer portal, access All Cases by clicking the Case drop-down list on the top menu and selecting 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.
Contacts
Profiles with the Site Representative responsibility can add and manage contacts at the company, as well as granting and removing access to your company's sites.
From the customer portal home page, locate the Actions widget in the bottom left. In the Actions widget, you can complete the following actions:
- Add Contact: Add a contact at your company.
- Manage contacts: Manage contacts at your company.
- Grant Site Access: Grant contacts at your company access to create cases for your company's sites.
- Remove Site Access: Remove contact access from your company's sites.
Add Contact
From the Actions widget, click Add Contact. To create a new contact at your company, fill in the fields on the Create Contact form. Then, click Submit.
Manage Contacts
To manage contacts associated with your company, click either Manage Contacts from the Actions widget, or select the Support drop-down list from the top menu and navigate to Contacts.
You will be presented with a list of contacts and details provided for each. To view more details, click the name of a contact.
From the Contact details page, you can update fields and click the Save button to save the changes. From the Manage Site Access box, click the links to Grant site access or Remove site access for the contact.
Grant Site Access
To grant site access to contacts associated with your company, complete the following steps:
- Click the Support drop-down list and select Contacts.
- Click the name of person in your list that you want to grant access to.
- Click Grant Site Access from the widget on the right side of the page.
Remove Site Access
To remove site access to contacts associated with your company, from the Actions widget, click Remove Site Access. From the Contact drop-down list, select a contact. The existing relationships will be displayed in a table below the Contact field.
Locate the site and responsibility you want to delete and select the check box to the left. Click the Submit button to complete the action.
Disable Login for a Contact
In the event that a contact leaves the company, you may disable their ability to log in. Navigate to the Contacts page, either by selecting Manage Contacts on the home page or selecting Contacts from the Support drop-down. Select the contact name from the list. On the contact's details page, in the top right, click Disable Login. If you need to undo this action, simply click Enable Login.
Products
From the customer portal home page, click the Support drop-down list on the top menu and select Products. A list of Sold Products and the associated site will be displayed.
Select a product name to view more details. From the product details page, you can view the offering details, a list of licensed products, and any open cases related to the product.
You can also open a case directly from the product details page by clicking the Create Case button to the right under Related Actions.
Video Tutorial
See this helpful walk-through video for additional information: