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How to raise a Technical case

Haydée_Bernal
Support
Support

How to raise a Technical case


In order to log a case with the Technical Product Support team, the user needs to be a direct (licensed) Customer or Partner and have direct support with Qlik. Qlik account / registered email address is also required to access the Support Portal.

Before you get started: Please read through 8 Tips for Creating a Case with Qlik Support.

If you are a free user then please go  here to use the Free Technical Support resources for non-licensed Customers

Related articles:

How to Register for a Qlik Account
How to create a case

 

Steps to log a case:

 

  1. Log in to the Support Portal with your registered email address and password
  2. Select "Log a Case" or "Contact Support"

    logtechcase01.png

    Note: If the issue is urgent, contact support by phone by selecting Country/Region, but a case should still be created to ensure all the required information is submitted.

    logtechcase02.png

    The case logging wizard serves as a guide to submit the case by selecting an option from the drop-down list. 
  3. Select the general area and issue for the case. (Once  the general area and issue are selected,  proposed solutions will be presented on the right which may help in solving the case immediately).   
    logtechcase03.png

  4. Provide a business impact in order to determine the severity of the issue.

    logtechcase04.png

  5. Include a short summary and provide thorough details such as the license number, Qlik product and version.

    logtechcase05.png

     

  6. PARTNERS ONLY: Include the End User Account by typing the name of the company account and clicking on the filter.

  7. Include the Environment if possible since it contains vital information that Technical Product Support needs to start resolving the issue. Creating an Environment for Technical Cases

  8. Click on Submit

    logtechcase06.png

     

  9. Attachments such as logs and screenshots and stakeholders can be added on the Case details after you have clicked on "Log a case".

    logtechcase07.png


Note: Technical Product Support does not communicate by email, so any communication should be done by adding a comment on the case via the Support Portal or by calling directly.

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‎2021-05-30 09:59 PM
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