After logging in to the Sitecore Support Portal, click on the Support Cases to see a list of the
existing support cases of your company.
This list includes cases that have been reported by your colleagues.
The search box in the upper right of the page can be used to search through the cases.
The list typically contains the following columns:
Number: The Sitecore ID of the case. The lower the number is, the older
the case is.
Short description: The subject of the case.
Account: The name of the company that the
case is registered for.
Contact: The name of a contact person.
Priority: Priority defined by Sitecore Support based on the severity level of the issue. For additional information please review the Sitecore Support - Service Level Agreements article.
Updated: The date and time of the last action
that was taken on this case. If a solution or question has been added to the case, this action changes the date and
time displayed in the case.
Stage: The status of the case. A case can be
in one of the following states:
- Waiting for Sitecore: Sitecore
Support is working on the case and you can expect to receive a response or decision. An email notification is sent to the originator of the case every time the case is updated.
Note: To subscribe
any other email to the case updates, please ask the support engineer about that in the case explicitly.
- Waiting for Customer: Sitecore Support has updated the case with additional information or some follow-up questions. See the case description field for details. For example, this state is used when
Sitecore Support requests a more detailed reproduction scenario or additional data is required for investigation.
- Cases in this state will be automatically moved to the Closed state after 2 weeks of inactivity.
- Sitecore will send periodic email notifications reminding customers of support cases that are waiting for customer's action.
- If you edit a case in this state, the case is moved automatically to the Waiting for Sitecore state
within a couple of minutes.
- Closed:
- Cases in the Closed state cannot be edited.
- You can close case in any state by clicking Close Case button in the Actions dialog.

- If a case has been closed and you want to reopen it, you must create a new case. Mention the number of the old case in the description of the new one. A Sitecore engineer
will continue working on your problem using the newly-created case.