Support Partners Case Management

KB ID: 2836
Product:
Version:
Published:
Last Modified: 2019-01-10

Challenge

A new feature on the ProPartner Portal allows all registered users of your organization to submit and manage Veeam support tickets on behalf of your customers. Previously, with Case Administrator feature only certain employees at a partner organization had rights to manage their customers’ support cases. And with this new feature, all registered members of your team now get access to your customer’s cases in only a few clicks.

Please note: to use this functionality you must have an active ProPartner registration.

Solution

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.

User-added image
 

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:

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Any users with the following roles on the contract can approve a request:

  • Primary license administrator

  • Secondary license administrator

  • 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:
User-added image
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.

More Information

For any questions please feel free to reach out to supportmanagement@veeam.com

Please be aware that we’re making changes which will restrict access to product updates for users without an active contract.

OK

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