The Support ticket listing section provides you a way to view, track, filter, and manage all of your support cases. Your support cases can be filtered for periods ranging from the last week to the last three months using the Date Filter drop down.
Only customers provisioned through the Symantec eStore can open support cases themselves. Customers of Managed Service Providers, traditional resellers, and Symantec salespeople are directed to the correct resources on the Support page.
Table: Support Ticketing Center
Displays the case number. The case number opens the Support Ticket Detail page.
The subject is the subject line that you entered when opening the support case.
Support personnel adjust the severity level of your case after they evaluate the issue. The severity level may be adjusted several times in the course of a support case.
The product for which the support case exists.
The status changes through the lifecycle of the support case until it is closed.
The date and time of the support case submission.
To view the details of a support case
Click the Question Mark button in the banner to open the Support ticket listing.
In the Support ticket listing, locate a case of interest and click the case number link.
In the Support Ticket Detail modal, there are three sections to provide interaction between you and Symantec support.
The information that you provided to describe your support case. You may update the Subject line and Description.
This area cannot be edited. It contains all of the Case Resolution comments. It is where you find suggestions and questions from the support personnel working your case.
In the Case Resolution section, the Does this resolution resolve your issue? Drop-down lets you close the case or inform support that solution did not help you. You may also provide additional information in the text box.
When you resolve the issue, please use the Does this resolution resolve your issue? drop-down to close your support case.
Imported Document ID: HOWTO98514
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