Challenge
Starting in Mar. 2017, only Case Administrators and License Administrators will be able to submit support cases. Please make sure to define valid Case Administrators for your Veeam licenses. This change only affects cases submitted via the customer portal. If you need immediate support, feel free to call in to the support line: https://my.veeam.com/#/support/phone-support
Customers are now able to list people who can manage support tickets on behalf of their company – Case Administrators. By adding a Case Administrator, you invite an employee of your company, a reseller or a third-party contractor to join you in managing your cases with the Veeam® Support Team. Please note that Case Administrators can open cases, but they cannot manage your existing licenses.
Please also note Veeam Support is not able to change the Case Administrator for an account. This action can only be performed by License Administrators (primary or secondary) for a given account.
To view your Production Licenses or discover what email is assigned as the License Administrator please click here: https://my.veeam.com/#/licenses/production
If you are a primary or a secondary license administrator, you already have access to case administrators management on My Account or by going here https://my.veeam.com/#/case-administrators-management. Here you can manage Case Administrators for all your licenses (Support IDs).
Note: If the link for Case Administrator Management does not load, this means you are not presently a License Administrator for any contracts.
If you have lost access to the License Administrator account or would like it to be changed, please create a licensing case.
Solution
How do you assign Case Administrators to a license?
Click Create Case Administrator to invite someone to manage your support cases. A Case Administrator can be an employee of your company, a reseller or a third-party contractor. On the next page you will need to provide their e-mail address.
If the person to whom you would like to give Case Administrator rights does not have a profile on veeam.com, you may be asked to specify their name and company. If your Case Administrator's company is not yet registered on veeam.com some additional info may be requested.
Once all the necessary details are provided you will need to select Support ID(s) to which the newly created Case Administrator will be associated. By doing so you give them the right to use the Support ID(s) when opening cases on behalf of your company.
When the changes are saved, the new Case Administrator will be created and associated with the selected Support ID(s). Please note that if the specified user is not yet registered on veeam.com, they will have to complete the registration by following the corresponding link that they will receive by email. Should this be the case, the newly added Case Administrator will be able to access My Account and open cases only after confirming the registration.
If you would like to share a Support ID with one or several existing Case Administrators at the same time, please use the button Add administrator in the License view. Then, select administrators for this Support ID. Please note that the number of Case Administrators is limited – there can be no more than 20 Case Administrators per Support ID.
You can also assign several Support IDs at a time to one of your Case Administrators. For this please click Add Support ID in the Case Administrator view.
How do you remove Case Administrators from licenses?
A Case Administrator can be removed from a license. Once this is done they will no longer be able to manage support cases for this Support ID (pic.1). Please note that you cannot remove other License Administrators marked with a lock sign (pic.2).
You can also remove a Case Administrator from all your licenses at once by following the link Delete administrator in the Case Administrator view. Please note that you will not see this link if the user is a License Administrator.
What rights do Case Administrators have?
- Case Administrators can open, update and close support cases for the licenses assigned to them
- Case Administrators can also manage cases created by other case and license administrators
- Case Administrators belonging to the same account can view your licenses but cannot manage them
- Case Administrators cannot view and manage other Case Administrators