Veeam Cloud Service Provider Case Administrator FAQ
This article contains information that is relevant to Veeam Cloud Service Providers.
If you are not a Veeam Cloud Service Provider, please review the following:
KB2211: My Account Portal - Role Management FAQ
Frequently Asked Questions
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 My Account Portal as the License Administrator, you can access the "Case administrators" section.
Note: The Case Administrators section will only be visible when logged in as the License Administrator.
Case Administrator Creation
- Open the [Create administrators] page
- Click [CREATE CASE ADMINISTRATOR]
- Enter the email address of the VCSP employee or associated contractor you wish to add as a Case Administrator.
If the email provided is associated with an existing Veeam Account, their Name and Company will be prefilled; otherwise, you'll need to enter their name and company name.
As noted in a previous FAQ entry, as a VCSP, you may not assign the role of Case Administrator to your customers. Doing so violates the Veeam Cloud Service Provider program and would also allow that customer to view all existing and previous support cases created by you for other customers.
As documented in KB4411, attempting to assign the Case Administrator role to the email address belonging to the License Administrator will result in the error "Unfortunately this action can't be completed because of data mismatch." - 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 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 do I determine who has the License Administrator role?
How do I change the License Administrator?
If you have lost access to the License Administrator account or want to change who is assigned as the License Administrator, please create a licensing case.
When requesting a License Administrator change, please include the email of the new License Administrator.
More Information
| 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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