Create a support case

Article • 5/21/2026 • 3 min read

Submit a new support case to Aptean when you encounter an issue or need assistance with your product.

Before you begin

Your account must be linked to a valid Salesforce account. If Connect shows an error about Salesforce configuration, contact your Aptean administrator before proceeding.
Have the details of your issue ready, including the application affected and a clear description of the problem.

In the left navigation, select Connect.
Select the Support Cases tab.
Select Create New Case in the top-right corner.

The AppCentral Connect AI Experience window appears. The AI assistant attempts to resolve your issue before you submit a formal case.
In the Describe your issue here… field, describe your problem.

The AI assistant reviews your description and suggests a resolution. If the suggested resolution fixes your issue, no case submission is needed.
If the issue is not resolved, select Skip to form to proceed to the case form.

The Create New Case form opens.

Complete the following fields:

Field	Description
Account *	Select the account for which you’re submitting the case. Displayed only when multi-account support is enabled.
Contact Name *	Select the name of the person submitting the case. Pre-populated with your name.
Phone	Enter a contact phone number.
Application *	Select the application related to the issue.
Tech Profile	Select the technical profile for your product environment. When selected, AppCentral automatically populates Component and Product Version.
Type *	Select the type of case.
Component	Auto-populated when a Tech Profile is selected. Grayed out if no configuration is available.
Category	Appears after selecting an application. Grayed out if no configuration is available.
Product Version	Auto-populated when a Tech Profile is selected.
Severity *	Select the severity level. Default is Standard. See Severity levels.
I Need Help With	Select the department or team to route the case to.
Customer Reference	Enter your internal reference number, if applicable.
Subject *	Enter a brief subject line for the case.
Description *	Enter a detailed description of the issue. You can also paste screenshots directly into this field.
Send a copy of all notifications to these emails	Enter additional email addresses (separated by semicolons) to receive case updates.

To attach a file, select the file icon in the Attach Files field and select your file.

Maximum file size is 50MB.
To record your screen to demonstrate the issue:

a. Select Start Recording.
b. Choose whether to share a tab, a window, or your entire screen.
c. Select Stop Recording when done. The recording is automatically attached to the case.

SelectPause Recording to pause mid-recording and resume when ready. You can delete the recording and start a new one if needed.
Verify all required fields (marked *) are completed.
Select Save.

The case is submitted and appears in the Support Cases tab.