Case management
Learn how to create, locate, update, re-open and understand SDL Customer Gateway support cases.
- 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. - Creating and managing a case if you are a partner
As a partner you can create, view, update and close cases on behalf of a customer. - Case status
Different statuses are used throughout the lifecycle of a case. - Viewing a case
To view your open or closed cases, you must be logged into the SDL Customer Gateway. - My Support
The My Support area provides your organization access to see all of your open and closed cases. - Quick Actions
If you have logged in to the SDL Customer Gateway you can update any case providing its status is not Closed. You can add items such as comments, attachments and contacts. Other actions can be performed such as closing, escalating or changing the impact/urgency. - Case resolution
The Support Engineer changes the case status to Resolved when a solution is found. - Re-opening a case
You can re-open any case where the status is set to Resolved.