How do I add a new case in the Cases Module of the Partner Portal?

Follow these steps to add a case in the Partner Portal:

Log in to the Partner Portal. The Partner portal dashboard opens.
Click the Cases module on the top menu bar. The Cases List View opens.
Click +Add Case. The Adding New: Case page opens.
Enter or select the following information to add a new case:
1. Summary: Enter a brief overview or description of the case. This helps provide a quick understanding of the issue or request.
2. Case Title: Enter a title for the case.
3. Status: Select the current status of the case from the drop-down list.
4. Priority: Choose the level of urgency for the case based on its importance from the following options.
  1. Urgent: Select this for cases requiring immediate attention and action.
  2. High: Select this for important cases requiring prompt resolution.
  3. Medium: Select this for moderately important cases requiring timely attention.
  4. Low: Select this for cases requiring no immediate attention and can be addressed later.
5. Organization Name: Refers to the company or entity associated with your case.
  1. Create: Click to add a new organization name if it’s not already listed.
  2. Select: Click to choose an organization name from the displayed list of existing organizations.
6. Ticket Category: Select the category that describes the type of case you are creating:
  1. Sales: Involves inquiries, purchases, or other sales-related activities and is assigned to the Partner Account Manager.
  2. Implementation: Involves the setup, installation, or configuration of a solution or service and is assigned to the Business Analyst.
  3. Support: Involves addressing issues, troubleshooting, or providing guidance and customer service and is assigned to the Support Team.
  4. Customization Service: Involves customizing or modifying a solution to meet specific needs and is assigned to the Tech Team.
Click Save.

Once you create the case, it will automatically appear in the list view of the Cases Module, allowing you to track its status and details.
Note: Based on your selected category, the workflow will automatically assign the case to the relevant group and user.

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How do I add a new case in the Cases Module of the Partner Portal?

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