Requesting rights to manage cases
To access this new feature you need to be logged into the ProPartner portal.
Find the desired contract and submit a request to manage cases by clicking the Request permission button. Once the request is submitted the button is replaced with Pending approval status, and an e-mail about the new request is sent to the Primary License Administrator of the selected contract.
Approval of requests
The Primary License Administrator of the contract will receive an email notification about the new request to manage cases. Additionally, all requests will be visible to any License Administrators and can be Accepted or Declined in their My Account:
Any users with the following roles on the contract can approve a request:
Primary license administrator
Secondary license administrator
After the request is approved or declined, the user from the partner's account who submitted the request will receive a communication from Veeam about the request status.
Opening a case via the ProPartner Portal
Once the request is approved, ProPartner users will see an Open a Case button on the ProPartner page:
Clicking the button will take you to a predefined Open a Case form.
Fill in the remaining required fields, click Next and submit the case as you normally would with any other case.