- Veeam Support Knowledge Base
- Support Portal - Role Management FAQ
Support Portal - Role Management FAQ
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Below are the most commonly asked questions.
What is a Case Administrator?
The Case Administrator role allows a company to assign individuals who they wish to allow the ability to create and manage cases for the company's support contracts.
Customers can now assign individuals 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.
What can a Case Administrator do?
- Case Administrators can open, update, and close support cases for the licenses they are assigned to.
- Case Administrators can also manage cases created by the License Administrator and other Case Administrators.
- Case Administrators belonging to the same company can view other licenses but cannot manage them.
- Case Administrators cannot view and manage other Case Administrators.
How do I assign a Case Administrator?
You must be logged in as the License Administrator to manage Case Administrators for your company's support contracts. Once logged in to the Veeam Customer Portal as the License Administrator, you can access the "Case administrators" section.
Note: The Case administrators section will only be visible if the account you are logged in as is a License Administrator.
Case Administrator Creation
- Open the [Create administrators] page
- Click [CREATE CASE ADMINISTRATOR]
- Specify the Business email of the person you wish to add as a Case Administrator
The Name and Company will be prefilled if the email provided is associated with an existing portal account. If there is no portal account related to the provided email, you must provide a name and company name. - After verifying the information, click [Next]
- Select the Support contracts which will be assigned to the new Case Administrator.
- Click [Save] to complete the process.
Use the arrow to switch between the slides below to see screenshots for these steps.
How do I become a Case Administrator?
The License Administrator can only assign the Case Administrator role for a given Support ID. Contact the License Administrator directly and request that they designate you as a Case Administrator.
Review the How to Determine License Administrator section below for assistance in determining who the License Administrator is.
What is the maximum number of Case Administrators I can assign?
How do I remove a Case Administrator?
There are two options:
- Unassign the Case Administrator from a specific Support Contract
- Remove the Case Administrator entirely
To unassign a Case Administrator from a specific Support ID:
- Go to the Case administrators page.
- In the "License view," click the X next to the Case Administrator's entry under the specific Support ID#.
Note: This option is unavailable if the user is the License Administrator.
How to Determine License Administrator
To view the Production Licenses and identify what email is assigned as the License Administrator, please click here: https://my.veeam.com/#/licenses/production
It is also possible to see the License Administrator information in the License Information panel inside Veeam Backup & Replication.
How to Change License Administrator
| Feature / Function | Case Administrator | License Administrator |
| Role Management | ||
| Assign Case Administrator Role | ||
| Case Management | ||
| View Cases | ||
| Create Cases | ||
| Product License Management | ||
| View Product Licenses | ||
| Download Product Licenses | ||
| Merge Product Licenses | ||
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