License ID field on the Support Portal

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  • Description

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    To create support tickets, Sitecore Support Portal requires that partners and customers provide a valid Sitecore License ID through the Enter License ID dialog:

    • Sitecore customers must enter the License ID that is used in the affected project.
    • Sitecore partners filing support tickets related to a customer’s project must enter the License ID used by the affected customer.
      For partners, this is the preferred method for opening support tickets as it allows determining the proper project information as well as the associated support plan.
    • Sitecore partners filing support tickets for internal research needs must enter their Partner License ID.
    • Provided License ID must have a valid Sitecore Maintenance Plan associated with the license.

    In case of related questions, or problems using the License ID field on the Sitecore Support Portal, please contact your regional Sitecore representative.

  • Using the License ID field

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    To enter a Sitecore License ID on the Sitecore Support Portal, please use the following steps:

    1. In the ticket creation form, click the "Enter License ID" button.
    2. In the opened dialog, manually enter or paste your Sitecore License ID.
      Note: For information how to find your License ID, please review this article: https://kb.sitecore.net/articles/432983
    3. Follow the instructions on the dialog to complete the lookup, click Apply.


    4. Continue filling out the ticket information.

  • Known Issues

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    In case the "Enter License ID" button is missing, clear your web browser cache, cookies, and restart the browser.

Applies to:

Sitecore Support Portal 1+

September 02, 2014
June 07, 2017