How to use the Sitecore Support Portal

  • This article provides the following detailed information about how to use the Sitecore Support Portal: For information about the overall Sitecore Support Process, please review the Sitecore support service description article.
  • Please find information about Access to Support Portal in KB463549.
  • Support cases are requests that Sitecore Customers and Partners use to engage with Sitecore Support.

    On the Sitecore Support Portal, every support case is linked to a company that the user is associated with when they open a case. This means that:

    • All users from a company can see and modify all cases associated with the company.
    • All users from the company also have access to support cases that were registered by an Implementation Partner for the company.
    • When a user is associated with a new company, they lose access to old support cases. Related cases remain accessible only to the original company's users.
    • If you have problems with the ownership or access to support cases, please contact your Sitecore Account Representative.
  • 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.

    Support cases

    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, the older the case.

    Short description: The subject of the case.

    Account: The name of the company that the case is registered for.

    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. Please 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 3 weeks of inactivity.
      • Sitecore will send periodic email notifications reminding customers about 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.
    • Resolved: The present state is assigned by Sitecore Support. It shows that a solution to the issue has been found.
      • Cases in this state will be automatically moved to the Closed state after 1 week of inactivity.
      • If you edit a case in this state, the case is automatically moved to the Waiting for Sitecore state within a couple of minutes.
      • If you click the Accept solution button in the Actions dialog a case will be moved to the Closed state immediately. When clicking on the Reject solution the case is transferred to the Waiting for Sitecore state. 
         Actions
    • Closed:
      • Cases in the Closed state cannot be edited.
      • 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.
  • To create a new support issue for Sitecore Support, proceed as follows:
    1. Click Support Cases:

    2. Сlick Create New Case.

    3. Fill out the fields with the relevant data, and then click Submit
    There are the following fields:
    • Account: The name of the company the case is registered for. Implementation Partners should select a customer company when creating cases on their behalf. Review the How to use Sitecore licenses on the Support Portal article for the details of how to associate a partner company with the customer account.
    • Contract: Select one of the available Sitecore licenses from the drop-down list or add a new one. Review the How to use Sitecore licenses on the Support Portal article for more details.
    • Contact: The name of the customer with whom to contact (by default a person who created the Support case).
    • Language: Select the language you prefer to speak in the drop-down list. You can request for assistance in English or Japanese.
    • Preferred Support Team Location: This indicates where the person reporting the issue is located and allows us to assign the case to the corresponding support team to allow for faster communication.
    • Short description:  A short description explaining the nature of the issue. The short description of the issue must be informative and correspond to the issue description.
    • Impact: The selected Impact refers to the business urgency of the problem. Please provide additional information in the case description (for example, release deadlines, affected user groups or business functions). You can find more details about the prioritization of the cases at Sitecore Support - Service Level Agreements.
    • Affected Environment Type: Select one of the suggested options that is best suited to your affected environment.
    Important: Always follow Support Portal Best Practices documented at Support Portal best practices.
  • To edit a support case click Support Cases.

     

    Select the required case in the list, and click on it.


    The editing interface consists of the Dialog area on the left and Case details on the right.

    Case View

    Communication with Sitecore Support is carried out through the messages in the Dialog area. 

    You can either send Sitecore Support a plain text message or use the HTML editor.

    To send a plain text message use a text box above the Dialog area and click Send.

    To use the HTML editor, click on the </> icon (Add Rich Text Note), write your message and click Post.

    Html Notes

    The message is posted at the top of the Dialog area. 

  • Managed Cloud service requests are requests that Sitecore Managed Cloud customers use to engage with Sitecore Cloud Operations Support. A service request is one of the specific items listed in the service catalog.

    On the Sitecore Support Portal, access to service requests works like this:

    • Every service request is linked to a company that the user is associated with when they open a service request.
    • Only Cloud Technical Contacts who are appointed by the company have access to create new service requests from the Sitecore Managed Cloud catalog.
    • The appointed contacts are specified in the Managed Cloud contract. Customers can request an amendment of the appointed technical contacts by contacting their Sitecore Account Representative.
    • All users from a specific company can access all requests associated with the company.
    • When a user is associated with a new company, they lose access to old service requests. Related requests remain accessible only to the original company's users.
  • After logging in to the Sitecore Support Portal, click on the View Service Requests section to see a list of the existing service requests of your company.

    The list includes requests that have been reported by your colleagues.
     
    The list typically contains the following summary of information:
    • Number: The request ID of the issue.
    • State: The current status of the request.
    • Item: The service request name from the service catalog.
    • Created: The date and time when the request was created.
  • To create a new service request for Managed Cloud, proceed as follows:
    1. Click Create Service Request on the homepage.

    2. Select the appropriate Service Catalog request.

    3. Fill out the fields with the relevant data, and then click Submit.

  • To edit an open service request, click the View Service Requests option.  

    To access details of a request in the request list, click on the row for the request:


    This displays the service request details:

     

    When editing a service request, you can only add new messages, because the request fields are locked.

    Important: Communication with the Sitecore Managed Cloud Support happens through the Input field. Be sure to click Send after writing a comment for the current request.



    Note: if the comment needs enhanced formatting, please use the </> icon on the top of the field. This allows you to use rich text formatting for any comments (such as the bold italics below):

     

  • There are different ways to provide files to Sitecore Support depending on the file size.  To get acquainted with each approach in detail, please review the KB862874 article.
  • If your username and password are not accepted by the Sitecore Support Portal, try the following troubleshooting steps.
    • Check your login at https://profile.sitecore.net

    • If it does not work, use the Forgot Password functionality.

    • If you are still not able to log in to the Sitecore Support Portal, try to log in from a different web browser.

    • If you are still not able to log in to the Sitecore Support Portal, please contact your Sitecore Account Representative with the following information: 
      Your email address, your Sitecore Certification, the name of your current employer.

    If you are able to log in but do not have appropriate permissions, please contact your Sitecore Account Representative.

Applies to:

Sitecore Support Portal 1+

February 02, 2015
October 15, 2020

Keywords: 

  • Support Portal