Create new case

In the Create new case window, select the available Service type from the drop-down menu.

New case via service tile

The Service type field is pre-selected if you are opening a new case via a specific service tile.

Premium Support Essential

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1.Type a Subject for the new case.

2.Select the Product group from the drop-down menu.

3.Select the Product from the drop-down menu.

4.Select the Case type from the drop-down menu.

5.Select the Issue type from the drop-down menu.

6.Select the Product version from the drop-down menu.

7.Select the Operating system from the drop-down menu.

8.Select the Priority from the drop-down menu.

9.Type a detailed Description of your request.

Attachments

After you create a case, you can then add an attachment. Use the Open Attachments folder button inside the newly created case to attach files.

10. Click Create to finish and submit the new case for resolution.

A green confirmation message Case was created successfully will appear.

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Premium Support Advanced

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1.Select the Activity from the drop-down menu.

Required items vary

The required items in the Create new case section may differ slightly based on the selected Service.

2.Type a Subject for the new case.

3.Select the Product group from the drop-down menu.

4.Select the Product from the drop-down menu.

5.Select the Case type from the drop-down menu.

6.Select the Issue type from the drop-down menu.

7.Select the Product version from the drop-down menu.

8.Select the Operating system from the drop-down menu.

9.Select the Priority from the drop-down menu.

10. Type a detailed Description of your request.

Attachments

After you create a case, you can then add an attachment. Use the Open Attachments folder button inside the newly created case to attach files.

11. Click Create to finish and submit the new case for resolution.

A green confirmation message Case was created successfully will appear.

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Detection and Response Essential

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1.Select the Activity from the drop-down menu.

2.Type a Subject for the new case.

3.Select the Product group from the drop-down menu.

4.(Optional) Select the Affected products from the list of Available products and move them to the list of the Selected products. Use right and left icons to move products between the lists.

5.Select the Priority from the drop-down menu.

6.Type a detailed Description of your request.

Attachments

After you create a case, you can then add an attachment. Use the Open Attachments folder button inside the newly created case to attach files.

7.Click Create to finish and submit the new case for resolution.

A green confirmation message Case was created successfully will appear.

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Detection and Response Advanced

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1.Select the Activity from the drop-down menu.

2.Type a Subject for the new case.

3.Select the Product group from the drop-down menu.

4.(Optional) Select the Affected products from the list of Available products and move them to the list of the Selected products. Use right and left icons to move products between the lists.

5.Select the Priority from the drop-down menu.

6.Type a detailed Description of your request.

Attachments

After you create a case, you can then add an attachment. Use the Open Attachments folder button inside the newly created case to attach files.

7.Click Create to finish and submit the new case for resolution.

A green confirmation message Case was created successfully will appear.

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Detection and Response Ultimate

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1.Select the Activity from the drop-down menu.

2.Type a Subject for the new case.

3.Select the Product group from the drop-down menu.

4.(Optional) Select the Affected products from the list of Available products and move them to the list of the Selected products. Use right and left icons to move products between the lists.

5.Select the Priority from the drop-down menu.

6.Type a detailed Description of your request.

Attachments

After you create a case, you can then add an attachment. Use the Open Attachments folder button inside the newly created case to attach files.

7.Click Create to finish and submit the new case for resolution.

A green confirmation message Case was created successfully will appear.

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ESET MDR

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1.Select the Activity from the drop-down menu.

2.Type a Subject for the new case.

3.Type a detailed Description of your request.

Attachments

After you create a case, you can then add an attachment. Use the Open Attachments folder button inside the newly created case to attach files.

4.Click Create to finish and submit the new case for resolution.

A green confirmation message Case was created successfully will appear.

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HealthCheck

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1.Type a Subject for the new case.

2.Select the Product group from the drop-down menu.

3.(Optional) Select the Affected products from the list of Available products and move them to the list of the Selected products. Use right and left icons to move products between the lists.

4.Type a detailed Description of your request.

Attachments

After you create a case, you can then add an attachment. Use the Open Attachments folder button inside the newly created case to attach files.

5.(Optional) Click the calendar icon and set Expected Delivery Date in the drop-down calendar.

Expected Delivery Date

This date serves as additional information for request urgency and planning, and is not related to the SLA or actual delivery date.

6.Click Create to finish and submit the new case for resolution.

A green confirmation message Case was created successfully will appear.

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Deployment and Upgrade

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1.Select the Activity from the drop-down menu.

2.Type a Subject for the new case.

3.Select the Product group from the drop-down menu.

4.(Optional) Select the Affected products from the list of Available products and move them to the list of the Selected products. Use right and left icons to move products between the lists.

5.Type a detailed Description of your request.

Attachments

After you create a case, you can then add an attachment. Use the Open Attachments folder button inside the newly created case to attach files.

6.(Optional) Click the calendar icon and set Expected Delivery Date in the drop-down calendar.

Expected Delivery Date

This date serves as additional information for request urgency and planning, and is not related to the SLA or actual delivery date.

7.Click Create to finish and submit the new case for resolution.

A green confirmation message Case was created successfully will appear.

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