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How to: Use the SailPoint Support Portal

How to: Use the SailPoint Support Portal

If you encounter any issues or have questions about using the SailPoint Support Portal, please reach out to us at support@sailpoint.com.

 

 

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.

Tutorial Screenshot #1.png

2. Click No account? Register now!

Tutorial Screenshot #2.png

3. Review the SailPoint Terms of Service, then select I Accept and Continue to complete your account creation.

Tutorial Screenshot #3.png

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

Tutorial Screenshot #4.png

5. Enter the verification code sent to your email and click Verify.

Tutorial Screenshot #5.png

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

  1. Go to the SailPoint Support Portal and click Sign In to open SailPoint's Single Access login page.

Tutorial Screenshot #6.png

2. Enter the email associated with your SailPoint Single Access Account and click Submit.

Tutorial Screenshot #7.png

3. Enter your current password for your SailPoint Single Access Account and click Sign On.

Tutorial Screenshot #8.png

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.

Tutorial Screenshot #9.png

2. Under the Filters header, check mark the knowledge category you're interested in. 

Note: The search results page will update automatically.

Tutorial Screenshot #10.png

 

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.

Tutorial Screenshot #11.png

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.

Tutorial Screenshot #12.png

2. The second way is to scroll to the bottom of the Support Portal page and click Get Help.

Tutorial Screenshot #13.png

3. On the Service Catalog page, choose the service that is best matches your needs. This selection will redirect you to the appropriate form.

Tutorial Screenshot #14.png

4. Complete the required fields, then click Submit when you're finished.

Tutorial Screenshot #15.png

5. After submitting your request, you will be redirected to a separate page where you will receive a Case Number.

Tutorial Screenshot #16.png

 

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.

Tutorial screenshot #17.png

2. The second way is to click View Cases, located next to the Find Knowledge button.

Tutorial screenshot #18.png

3. The My Lists page contains five categories, each displaying a specific list of cases.

Tutorial Screenshot #19.png

# 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.

Tutorial Screenshot #20.png

3. Click the Attachments tab to view all files uploaded to the selected case.

Tutorial Screenshot #21.png

 

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.

Tutorial Screenshot #22.png

2. Click Run to apply the filter.

Tutorial Screenshot #23.png

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.

Tutorial Screenshot #24.png

3. Enter a name for the filter.

Tutorial Screenshot #25.png

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.

Tutorial Screenshot #26.png

 

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).

Tutorial Screenshot #27.png

3. Choose the file format you want to use for exporting the cases.

Tutorial Screenshot #28.png

 

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.

Tutorial Screenshot #29.png

3. To add a comment, type your message in the text box beneath the Attachments tab, then click Post.

Tutorial Screenshot #30.png

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.

Tutorial Screenshot #31.png

 

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.

Tutorial Screenshot #32.png

 

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.

Tutorial Screenshot #33.png

2. Click the category tab of your choice to sort the entitlement list accordingly.

Tutorial Screenshot #34.png

 

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?

Your organization may not have elevated access enabled. If you should have elevated access, please contact support@sailpoint.com.

 

How do I update a request in the closed state?

Once a case has been closed, you cannot make any further actions on that particular case. Check out the Requests in the closed state and Case states sections to learn more.

 

How do I export my requests?

Check out the Exporting your cases section to learn more information.

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