Using the Open Case Window Screen

1 Kudo · ‎Apr 08, 2020

OPEN CASE

To open a case, select "Get Support" and "Open New Case."

Open Case Form

You'll be directed to an online form with several fields. Please add as much detail as available to get the most out of the case.

COMMUNITY

Our online community has two branches: Flexera Community and Flexera Software Community. Each host discussions, blogs and knowledgebase articles for a different set of products. The selection defaults to the community you were on before opening a case so, in the majority of cases, you will be on the correct community selection.

he below list details which products relate to which community. If you don't see your product in the picklist, please select the alternative option in the Community drop-down.

Flexera Community

Flexera Software Community

AdminStudio
AdminStudio Inventory and Rationalization
App Broker
Brainware
Cloud Management
Columbus
Data Platform
- Analyze
- Asset Inventory
- Cloud Asset Insights
- Discvoer
- Normalize
- Technopedia
Flexera SaaS Manager
Flexera Software App Portal
FlexNet Manager Suite Cloud
FlexNet Manager Suite On-Premises
FlexNet Normalized Inventory Cloud
FlexNet Normalized Inventory On-Premises
Foundation/CloudScape
Governance
HealthCheck
Optima
Self-Service
Software Vulnerability Manager
Software Vulnerability Research
Spider
Workflow Manager
Workflow Manager for ELO
FlexNet Manager Suite
FlexNet Manager for Engineering Applications
Saas Manager

Compliance Intelligence
FlexNet Code Insight
FlexNet Connect
FlexNet Embedded
FlexNet Operations
FlexNet Operations Cloud
FlexNet Publisher
InstallAnywhere
InstallShield
Usage Intelligence

PRODUCT

To optimize case routing, please select your product in this dropdown. If you don't see your product listed, please try changing the Community dropbox selection.

VERSION

Version options will populate based upon which product you selected.

DESCRIPTION

We recommend each description includes:

What: What is specifically happening within the system. Please try to be as specific as possible with the exact area of the system, links you've clicked, etc.

Who: The specific user or users first and last name who have reported this problem and/or who you have noticed this experiencing this problem.

When: When the request/problem happens. For instance, did it start at a certain time of day or geographic location? What was being done prior to it occurring?

How: Detail the steps to reproduce the error. When possible, include attachment videos or screenshots of the journey.

Urgency & Business Impact: Help us understand the impact this issue is having on your business, including any pending deadlines.

SEVERITY

There are 4 severity levels used to classify a case:

Severity 1 - Critical: Production use of the software is stopped or so severely impacted that authorized end users cannot reasonably use it. You must call-in by phone to notify our team, in addition to submitting the case.

Severity 2 - High: Use of the software can continue; however, productivity is significantly decreased.

Severity 3 - Medium: Major software documented features are unavailable, but a workaround is available, or less significant software documented features are unavailable with no reasonable workaround.

Severity 4 - Low: An issue that involves an inquiry regarding a routine technical issue; information requested on application capabilities, navigation, installation or configuration.

END CUSTOMER

This is an optional text field our Partner users can use to track their affected client accounts.

ATTACHMENTS

Attachments help expedite troubleshooting when they are available. Attached via drag and drop or browse files. You can always upload attachments after the case is submitted if needed.