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Using the Case Portal

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Using the Case Portal

Defining Severity Levels

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There are 4 severity levels used to classify a case. Please select the appropriate severity to help with case routing. Severity Service Definition Characterized by... Critical – 1 Follow the Sun The product can’t be used. No wor...
by KPBussey Flexera Alumni Jan 03, 2022

Case Watcher Functionality

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Users creating and updating cases may add Case Watchers. These individuals will receive a Case Watcher notification email if there are any changes to a specific Case to which the Watcher has been applied. To Add a Case Watcher: In the case view, add...
by KPBussey Flexera Alumni Mar 12, 2021

Support maintenance plans

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In addition to the award-winning resources on our support website, Flexera offers maintenance plans tailored to meet your specific needs. Each maintenance plan allows any licensed user to submit unlimited support requests for the duration of your pl...
by Level 7 Flexeran jevans Level 7 Flexeran Feb 24, 2021
Support

Getting Started with Support

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A-S-K: Getting Your Questions Answered Quickly & Correctly Welcome aboard! This brief overview of our support offerings will help you find answers to your questions quickly. The A-S-K model was developed based on customer experience and industry bes...
by KPBussey Flexera Alumni Dec 10, 2020

Using the Open Case Window Screen

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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 communi...
by KPBussey Flexera Alumni Dec 10, 2020

Contact Flexera support

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Open a support case Open a support case here or select Support > Open New Case in the Flexera Community. Note: Sign-in to the Flexera Community is required. Your organization must have an active maintenance plan to submit a case. Please contact ...
by KPBussey Flexera Alumni Oct 11, 2020
flexnet license returning license

5 Ways our Support Portal Speeds Up Your Outcomes

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Photo by Karol D from Pexels Save time by real-time troubleshooting with chat Hello, is it me you’re looking for? We hope so because our Technical Support Engineers are looking for you to use the live chat through our case portal. Our team will an...
by KPBussey Flexera Alumni Aug 18, 2020

Responding to support cases via email

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How do you respond to a support case via email? When responding to a support case via email, there are two things to remember, to ensure that your replies are going to the right place: The email should be directed to support@flexera.com The reply sh...
by jjensen Flexera Alumni Jul 07, 2020

Error when creating a support ticket

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Error when creating a support ticket If you observe the error above when submitting your support ticket in the case portal, please try the following troubleshooting options - Option 1: Cancel the case creation and logout/log back into the commun...
by KPBussey Flexera Alumni May 14, 2020

New Here?

If you are looking to use support, please register for our community and then click "Get Support." If you have an account but do not have support access, follow the instructions to connect to your account.