Creating a case
You are able to log cases against the SDL products for which you have purchased a Support contract. For Translation Productivity products only, you can log installation or licensing cases without having purchased a Support contract.
Before you begin
Cases can only be created if you have fully logged into the SDL Customer Gateway.
Procedure
- Anmeldung beim SDL Customer Gateway
- Click Log a Case.
- Complete the following fields:
- Additional Emails: Enter the email addresses of those who you would like copied on any case communication emails.
- Product: Select the Product that this case refers to. Depending on the Product selected, up to 3 more fields may be shown to help classify your issue. These are Sub-Product, Product Component and Product Sub-Component. For each of these fields, select the value most appropriate for the case you are logging.
- Version: Select the version.
- Subject: Entering this field propagates a search for Suggested Articles, displayed on the right hand side of the page.
- Description: Describe the issue you are encountering, detailing steps to recreate the issue and include information such as error messages received and the environment the issue is occurring on, if this is known.
- Customer Reference: This is an optional field for your own internal IT ticket number or relevant information.
- Service Impact: Select from the drop-down and complete the additional description field. The additional field is optional, however it helps determine the Service Impact for Support. For example: Number of people/users impacted, Is there any workaround?
- Urgency: Select from the drop-down and complete the additional description field. The additional field is optional, however it helps determine the Urgency for Support. For example: Are there any upcoming deadlines?
- File attachments: You can add up to 5 attachment fields which is located the bottom of the form, each file has a 10MB size limit.
- Click Submit Case.