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Create a product case from the Customer Service homepage

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Create a product case from the Customer Service homepage

Create a case about a question or issue on a product from the Customer Service homepage.

Before you begin

Role required: sn_customerservice.customer, sn_customerservice.partner, sn_customerservice.customer_admin, or sn_customerservice.partner_admin


  1. Navigate to the Customer Service homepage.
  2. Right-click in the form header and choose Case > Create Product Case.
    Note: Depending on your role, you might not see the Account and Contact fields.
    Table 1. Create Case form
    Field Description
    Account The account for which the case is being created.
    Contact The name of the customer contact for this case.
    Asset The asset tag number or the serial number of the asset associated with this case.
    Product The product model of the asset. A model is a specific version or configuration of an asset (for example, Apple Mac Book Pro).

    If you select an asset in the Asset field, this field is auto-populated if the associated product information is available in the asset record. A product may be associated with multiple assets.

    Priority The available assigned priorities are:
    • 1 - Critical
    • 2 - High
    • 3 - Moderate
    • 4 - Low (default)
    Subject A brief description of the customer question, issue, or problem.
    Note: When you start entering the subject, the application searches for relevant content in the knowledge bases configured for the portal. the results are displayed in the Related Content list.
    Description A detailed description of the customer question, issue, or problem.
  3. Click Submit.
    The case is created, assigned a case number, and added to the creator's case list. To view this list, click My Cases at the top of the customer portal.