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How to view cases in Support Portal

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Sonja_Bauernfeind
Digital Support
Digital Support

How to view cases in Support Portal

Last Update:

Nov 7, 2023 6:53:20 AM

Updated By:

Sonja_Bauernfeind

Created date:

Apr 25, 2019 2:40:45 AM

This article explains how to view your own and your colleague's cases in the Support Case Portal.

Steps:

  1. Login to the Qlik Community
  2. Click on Support in the top navigational ribbon
  3. Click Licenses & Archived Cases (or use the direct link: Case Portal)

    View Licenses and Archived Cases.png

  4. You will then have access to your cases.
  5. From there, choose between OPEN and RESOLVED cases. The default view is your cases only.
    Cases with "Solution Proposed" status are listed in the "RESOLVED" tab. 
  6. Click 3 dots, then choose 'My Organization's Cases' to view your colleague's cases

    view my cases.png

    If you do not have this option, see How To View Other User Cases Within Your Organization.

Related Content:

How to create a case and contact Qlik Support  

 

 

Labels (1)
Comments
tseebach
Luminary Alumni
Luminary Alumni

Hi, is it possible that limit users who can create tickets?

We want to have a central group create tickets, but enable other users to comment on tickets created on their behalf. This is to ensure internal processes and ensure quality of case creation.

Sonja_Bauernfeind
Digital Support
Digital Support

Hello @tseebach !

Let me find someone who can answer this for you!

/Sonja 

Sonja_Bauernfeind
Digital Support
Digital Support

Hello @tseebach 

To answer your question:

Each contact with a Qlik Account, who is linked to a company account with an active license, can create and view tickets. This allows colleagues to access tickets raised by the other (in case of absence) and allows for flexibility and collaboration. 

There is no way to restrict this access at this point in time.

Cheers, 

Sonja 

avl_dlimi
Contributor III
Contributor III

Earlier I was able to see all support cases created in my company. But now I can't find them anywhere even though I followed you instructions.

Sonja_Bauernfeind
Digital Support
Digital Support

Hello @avl_dlimi - I would recommend logging a ticket with us to have your account looked at! If you need assistance doing so, let me know.

 

All the best,
Sonja 

STSCapital
Contributor
Contributor

For some reason "Case portal" menu option is not available. I send e-mail with the description of the issue to Qlik Customer Support <customersupport@qlik.com> and receive case number, but I can't find it anywhere... 

STSCapital_0-1647505452249.png

And we really need to solve this issue. 

Sonja_Bauernfeind
Digital Support
Digital Support

Hello @STSCapital 

We'll look into this for you!

Sonja_Bauernfeind
Digital Support
Digital Support

Hello again @STSCapital 

Someone will be in touch with you in the case you logged soon. 

All the best,
Sonja

STSCapital
Contributor
Contributor

Cool. thank you. Any help would be highly appreciated. 

Sivanrose_Munuswamy

Direct link to view your Open cases:
https://community.qlik.com/t5/crmsupport/page/tab/open

Version history
Last update:
‎2023-11-07 06:53 AM
Updated by: