Manage a support case

View case details, post updates, escalate, reopen, or request closure of an existing support case.

Open a case

1. In Connect, select the Support Cases tab.
2. Select the Case Id or select the expand icon in the Details column for the case you want to open.

The case details screen opens. The header displays the case subject, severity, status, and created date.

The case details screen contains three tabs: Details, Attachments, and Activity.

View case details

Select the Details tab to view the following information:

Case information

• Case description: What actions triggered the problem.
• Closed date: The date the case was closed (if applicable).

Case resolution

• Root cause: The specific cause of the issue.
• Resolution type: Whether the resolution was provided, referred, or another action was taken.
• Resolution summary: Steps taken to reproduce and resolve the issue, or troubleshooting efforts.

Contact information

• Account, Contact, Phone, Contact email, and Customer email CC.

Add an attachment

1. Select the Attachments tab.
2. Drag and drop a file onto the upload area, or select the area to browse for a file.
3. Select Save Attachment.

The file appears in the list below the upload area. Select the Download icon next to any attachment to download it. Select the close icon next to a file to remove it.

Post a comment or update

Use the Activity tab to communicate with Aptean Support.

To start a new conversation:

1. Select the Activity tab.
2. Select New Post.
3. Enter your message in the text field.
4. Optionally, select Upload to attach a file.
5. Select Post.

To reply to an existing conversation:

1. Select New Comment.
2. Enter your message in the text field.
3. Optionally, attach a file or select Start Recording to capture your screen.
4. Select Post.

Search and filter cases

To search for a case:

1. In the Search Case Details search bar, enter a keyword. The case list filters automatically as you type.
2. Select a case ID or subject to open it.

To filter cases:

1. Select values for Application, Type, Status, and Severity as needed. The list updates automatically.
2. Select a case ID or subject to open it.

Up to 25 cases appear per page. Use the navigation arrows at the bottom to move between pages. The total number of results appears in the bottom-left corner.

To download the filtered list, select Export.

Escalate a case

Escalate a case if the issue remains unresolved or there’s a significant delay in response.

1. In the case details screen, select Escalate Case.
2. Enter your comments in the Escalate Case window.
3. Select Submit.

The case status changes to Escalated and the Escalate Case button is no longer visible.

Request case closure

If your issue is resolved, select Request Close in the case details screen to notify Aptean that the case can be closed.

Reopen a case

You can reopen a case only within 14 working days of it being closed. Cases closed beyond this period cannot be reopened.

1. Locate the closed case using the Search Case Details search bar or filters.
2. Open the case details screen.
3. Select Reopen Case.
4. Enter a description explaining why you’re reopening the case in the Reopen Details/Comments field.
5. Select Reopen.

The case status changes from Closed to In Progress.

Related information

• See Create a support case to submit a new case.
• See Support cases for field descriptions and severity levels.