If you encounter any issues or have questions about using the SailPoint Support Portal, please reach out to us at support@sailpoint.com.
- Overview
- Register as a new SailPoint Support Portal user
- Log in to the SailPoint Support Portal
- Navigate the SailPoint Support Portal
- Use the search feature in the Support Portal
- Access the Support Portal knowledge base
- Create a request
- View your cases
- View attachments related to your case
- Filter your cases
- Save a search filter
- Use a saved filter
- Export your list of cases
- Update your existing request
- Case states
- Requests in the closed state
- Check your service entitlements
- Frequently asked questions
- What is Elevated Access?
- Why can I not see my organization’s cases?
- How do I update a request in the closed state?
- How do I export my requests?
Overview
This guide provides detailed information on how to navigate through the portal. Browse the user-friendly catalog and search for knowledge articles based on category, rating, or views. File a support request and keep track of all your cases based on type or status. Whether you're reading knowledge articles or creating support requests, the SailPoint Support Portal is your go-to resource for all the information you need.
Register as a new SailPoint Support Portal user
1. Visit to support.sailpoint.com/csm and click Sign In to open SailPoint's Single Access login page.
2. Click No account? Register now!
3. Review the SailPoint Terms of Service, then select I Accept and Continue to complete your account creation.
4. Complete the required fields and click Submit.
- First name
- Last name
- Username
- Must be between 2-21 characters
- Must begin and end with a letter or number
- Supported characters: ASCII alphanumeric, underscore, and dash
- Unicode characters are not supported
- Email address
- Password requirements
- No more than 2 repeated characters
- At least 5 unique characters
- Minimum of 8 characters
- Must include 1 special character, 1 number, 1 uppercase letter, and 1 lowercase letter
- Verify password
5. Enter the verification code sent to your email and click Verify.
Note: If you don’t see the verification email within a few minutes, check your junk or spam folder. If it's not there, contact your IT team and add the sailpoint.com domain to your whitelist.
6. Your email has been verified, and you are now registered and signed in.
Log in to the SailPoint Support Portal
- Go to the SailPoint Support Portal and click Sign In to open SailPoint's Single Access login page.
2. Enter the email associated with your SailPoint Single Access Account and click Submit.
3. Enter your current password for your SailPoint Single Access Account and click Sign On.
4. You are now signed in.
Navigate the SailPoint Support Portal
Use the search feature in the Support Portal
1. Type a word or phrase into the search bar, then click the magnifying glass icon to see the results from the Support Portal's knowledge base.
2. Under the Filters header, check mark the knowledge category you're interested in.
Note: The search results page will update automatically.
Access the Support Portal knowledge base
Users can access the Support knowledge base through the SailPoint Support Portal by selecting either the Knowledge tab or the Find Knowledge button.
For more detailed guidance on navigating through the Support knowledge base, refer to this community tutorial.
Create a request
There are two different ways to create a request in the Support Portal.
1. The first way is to select the Support tab, then click Submit a Request under the For Customers section.
2. The second way is to scroll to the bottom of the Support Portal page and click Get Help.
3. On the Service Catalog page, choose the service that is best matches your needs. This selection will redirect you to the appropriate form.
4. Complete the required fields, then click Submit when you're finished.
5. After submitting your request, you will be redirected to a separate page where you will receive a Case Number.
View your cases
There are two different ways to access your cases.
1. The first way is to select the Support tab, then click Cases under the For Customers section.
2. The second way is to click View Cases, located next to the Find Knowledge button.
3. The My Lists page contains five categories, each displaying a specific list of cases.
| # | List Name | Description |
|
1 |
All |
A complete list of cases that you have access to. |
|
2 |
My Cases |
Cases that have been created for you as a contact. |
|
3 |
Action Needed |
Cases that require your attention. |
|
4 |
Watchlisted Cases |
If you have been added as a watchlist member for cases, they will appear under this list. |
|
5 |
My Org's Cases |
Show all the cases for the organization or account that you are a contact for. You need elevated access to view this list. |
View attachments related to your case
1. Click View Cases, located next to the Find Knowledge button on the Support Portal homepage.
2. Click the case you want to view.
3. Click the Attachments tab to view all files uploaded to the selected case.
Filter your cases
Users can apply filters to their search query to get a refined list of cases.
1. Select the Choose Field drop-down menu and customize the specific conditions.
2. Click Run to apply the filter.
3. After the search runs, a filtered list of cases will appear.
Note: Use any of category tabs to sort the cases by your preferred criteria.
Save a search filter
1. Customize your search conditions.
2. Click Save Filter.
3. Enter a name for the filter.
4. Click Submit.
Use a saved filter
1. Select Load Filter.
2. Choose the saved filter you want to apply.
Note: The search results page will update automatically.
Export your list of cases
1. Click View Cases, located next to the Find Knowledge button on the Support Portal homepage.
2. Click the menu icon (three horizontal bars).
3. Choose the file format you want to use for exporting the cases.
Update your existing request
Users can update their requests at any time.
1. Click View Cases, located next to the Find Knowledge button on the Support Portal homepage.
2. Choose the request you wish to edit.
3. To add a comment, type your message in the text box beneath the Attachments tab, then click Post.
4. To take specific actions on a case, click the Actions button and choose from the available options.
Note: Available actions depend on the case status. For example, if a case is resolved, you can either accept or reject the proposed solution.
Case states
Below are a list of definitions for case states in the Support Portal.
| # | Case State | Description |
|
1 |
New |
The initial state for a new support request which is created through the SailPoint Support Portal. |
|
2 |
Open |
The case is assigned to a SailPoint representative. |
|
3 |
Pending SailPoint |
The client is waiting for more information from the SailPoint representative that is assigned to their case. |
|
4 |
Pending Customer |
A SailPoint representative is waiting for more information from the client. |
|
5 |
Resolved |
A SailPoint representative has proposed a solution and waits for the client to either accept or reject the solution. |
|
6 |
Closed |
The client has accepted the solution which will permanently close the case. |
|
7 |
Cancelled |
The client has cancelled their support request. |
Requests in the closed state
Once a SailPoint representative proposes a solution, you can either accept or reject it. If you reject the solution, your case will remain open. If you accept it, your case will be permanently closed and cannot be updated.
Check your service entitlements
View all your organization's entitlements and service projects that are either scheduled or in progress.
1. Click the Support tab, then select Entitlements under the For Customers section.
Note: This feature requires elevated access. If you are interested in enabling this feature, please reach out to support@sailpoint.com.
2. Click the category tab of your choice to sort the entitlement list accordingly.
Frequently asked questions
What is Elevated Access?
Elevated access allows users to see any cases opened by any other user in their organization. This is a powerful permission that can be requested by the appropriate person from your organization such as a manager, supervisor, or director. Elevated access can be granted at the individual or organizational level. If you are interested in enabling this feature, please reach out to us at support@sailpoint.com.
Why can I not see my organization’s cases?
How do I update a request in the closed state?
How do I export my requests?
