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How to create a technical case in the support case portal

Troy_Raney
Digital Support
Digital Support

How to create a technical case in the support case portal



To log a technical support case:

  1. Sign in on community.qlik.com.

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  2. Click Support in the navigation ribbon and click Case Portal

    Or click here: https://community.qlik.com/t5/Support/ct-p/qlikSupport

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    Before you begin logging a case, we recommend you to search our Knowledge Base for quick solutions to known issues. 

  3. Click Create a Support Case.

    The direct link is: https://community.qlik.com/t5/crmsupport/page

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  4. Fill out the Title field

    The title will search our Community and provide suggestions, so be as descriptive as you can. 

    A clear title will also help our support agents begin work on your ticket sooner.

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  5. Fill out the Description field.
     
  6. Since we are talking about technical cases today, choose Product Related from the Problem Type drop-down.

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  7. Choose the product category your issue is relevant to. Your choices are:

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  8. Choose the product

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  9. Choose a Severity

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  10. Depending on the product you’ve chosen, different forms will be displayed.

    Example: For SaaS related issues, an account will need to be provided, while client managed installation may ask for a product version number.

    Fill out the forms as detailed as possible to ensure quick handling when the case is initially received.

  11. Attach log files and error message screenshots were where applicable.

    You can drag and drop the files directly into the provided space:

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  12. Click Create Case.

 

 

Transcript

This video will demonstrate how to create a Support case in the Qlik Community Case Portal.
Begin by signing in to Qlik Community

Once logged in, you will have access to our Case Portal.

Visit the Support space by clicking on Support at the top

From here, we recommend to first search our Knowledge Base for known issues and resolutions for your query.
If you still need assistance, click Create a Support Case.


Begin by typing in a Title.

Include a clear description of the issue you’re facing.
Specific error messages are recommended.
This will search our Community automatically and provide suggestions
As there may already be a solution available!

A clear description will help our support agents resolve your ticket sooner.

This should explain what was expected to happen,
what actually happened,
and anything that has already been attempted to resolve the issue.
Since this is about technical cases, choose Product Related from the Problem Type drop-down.

Choose the product category your issue is relevant to.
SaaS is for cloud based software deployments
Client Managed Data Analytics and Connectors is for On-premise installations like Qlik Sense, QlikView, NPrinting or related connectors
Client Managed Data Integration is for On-premise deployments like Qlik Replicate, Qlik Compose, Gold Client, etc.

Now select the product.

And choose a Severity based on the business impact of this problem
0 is for SaaS Outages
1 is for client managed products in production environments that are currently down.
2 is for severe business impacting issues
And severity 3 are for manageable disturbances that are manageable

Depending on the selected product, different forms will be displayed.

Example: For SaaS related issues, an account will need to be provided,
while client managed installation may ask for a product version number.

Complete the forms with as much detail as possible to ensure quick handling
Attach log files and error message screenshots if possible.

You can drag and drop the files directly into the provided space:

And finally, Click Create Case.
The new case will be visible in the Case Portal.
Here you can receive updates and communicate directly with the support agent investigating the case.

I hope this helped.
If you'd like more information

Take advantage of the expertise of peers, product experts, Community MVPs and technical support engineers
by asking a question in a Qlik Product Forum.
Hiding in plain sight is the Search tool.
This engine allows you to search Qlik Knowledge Base Articles,
Qlik Community forums,
Help dot Qlik dot com, Qlik Gallery,
multiple Qlik YouTube channels and more, all from one place.
There’s also the Support space.
We recommend you subscribe to the Support Updates Blog,
And learn from Qlik experts via a webinar, like Techspert Talks or Q&A with Qlik.
Thanks for watching.
(music)
Nailed it!

 

 

 

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