If you encounter any issues or have questions about using the SailPoint Support Portal, please reach out to us at support@sailpoint.com.
- Overview
- Create an Education Services request
- View your cases
- View attachments related to your case
- Update your existing request
- Case states
- Requests in the closed state
Overview
Utilize the SailPoint Support Portal to submit requests and track your cases at any time. For detailed guidance on navigating through the portal, refer to this community tutorial.
Create an Education Services request
1. Visit to support.sailpoint.com/csm and click Sign In to open SailPoint's Single Access login page.
2. Click the Support tab, then select Submit a Request in the For Customers section.
3. On the Service Catalog page, select the Services category, then click Education Services to open its request form.
4. Complete all required fields, then click Submit to create your request.
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.
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.
Interested in finding out more information about the Support knowledge base? Read this community tutorial.
