Create a Technical Product Question Case

Ensure that you are logged on, then perform the following steps to create a Technical Product Question Case.

  1. Click the Cases tab.
  2. Select the Product Family by clicking on the product brand image displayed at the top.
  3. Click the Product drop-down and select the product.
  4. Click the Question Category drop-down menu and select Technical Product Question.

    Note  Note    : Once the Service Plan Details table appears, select the correct contract.

    Important  Important
    EXPIRED SERVICE CONTRACTS & WARRANTIES: If the service contract or warranty have expired for the selected product, you will receive a message that there is not an active contract or warranty. You need to submit a General Question case with a selection of "General Question".  If you receive a message that only refers to the Warranty, use your contract to submit a Technical Product Question.

  5. Click the Module drop-down and select the product application that is related to your support issue, if you know it. This list is not specific to your product category.
  6. Click in the Version drop-down and select the version.
  7. Click the Question Category drop-down and select the category.
  8. Type a description in the Subject field. This information is important because this is what displays in the Sage Customer Support Representative's Inbox.
  9. Place the cursor in the Detailed Description field and type your notes. Enter as much information as you have to ensure that the Sage Support Representative understands your request.
  10. Click Attachments to attach a file.
  11. In the Select and add attachments window,  click Browse and select the file to attach.
  12. Add a description, if you want.
  13. Click Attach.
  14. Click Save to submit the case.  
  15. When the confirmation message displays along with the 10-digit case request number, you can hover over the Cases tab and select Case History to display your requests.



See Also
Self Service Overview
My Requests Overview