How to submit a case from the portal

There are two ways to submit a case – you can either go to the [Portal Cases] section and click the [New case] button (Fig. 1) or click [New] on the portal main page, in the "My cases" block.

Fig. 1 Adding a new case

 

A new case page will open, where you can enter the case information in the corresponding fields (Fig. 2).

Fig. 2 Populating case fields

 

1.The [Service agreement] field (available only for bpm’online service enterprise) will be populated automatically in accordance with the service agreement. If you have multiple service contracts, you can manually select the necessary service contract.

2.In the [Service] field, select the service that your request is related to. The service you choose determines the case category as well as response and resolution deadlines (Fig. 2).

3.Enter all necessary details in the message panel (Fig. 3).

Fig. 3 Message panel

 

4.You can attach a file to illustrate, clarify or supplement the information on your case. To do this, click  under the message entry form and select the file. You can attach several files to a case. The attached files are displayed as hyperlinks (Fig. 4).

Fig. 4 A file attached to a case

 

5.When ready, click [Submit] (Fig. 5).

Fig. 5 Submitting a case

 

As a result, the case is saved and a unique number is assigned to it automatically.

See also

•How to manage cases on the portal

•How to filter records on the portal

•How to communicate with support staff via portal messages

•How to leave case feedback on the portal