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.
To manage Case Administrators for your company's support contracts, you must be logged in as the License Administrator. Once logged in to the Veeam Customer Portal as the License Administrator, you can access the "Case administrators" section.
Note: If the link for Case Administrator Management does not load, this means you are not presently a License Administrator for any contracts.
The Case Administrator role can only be assigned by the License Administrator for a given Support ID. Contact the License Administrator directly and request that they assign you as a Case Administrator.
Review the How to Determine License Administrator section below for assistance in determining who the License Administrator is.
There are two options:
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#.