This article provides guidance to customers who wish to create a new request in the MSS Portal.
The portal displays the following request types: Alarm (AL) This is generated automatically , such as in the case of a device outage.
Service Case(SC) This is opened by customers either through the portal’s New Request link or by contacting the SOC. Service Cases include policy changes.
The Requests page displays service cases and alarms for your organization. The default view shows all active requests sorted by urgency .
Creating a new request . (Please refer to the portal guide in the portal downloads section: Symantec MSS Portal Users Guide page 85-86) The Request Topics page, accessible through the New Request link in either the upper right or lower left corner of the portal, lets you communicate with the SOC by opening a service case on a specific topic.
To create a new request 1 In any portal page, click the New Request link in either the upper right or lower left corner. 2 In the Requests topics page, click the link for the request you want to make. 3 Click the option button next to the appropriate priority level for the request. 4 If available, select the applicable organization. 5 Type detailed information regarding the request in the text boxes provided. Note that the maximum length is about 3,000 characters. 6 In the request form, type a reference number, if applicable. 7 Under Attachment(s), click Browse next to the File to upload text box, and locate the file you want to upload. The maximum number of files that you can attach to a request during an update session is five, and each file can be no larger than 10 MB. 8 When you have located the file to upload, click Open. The file is scanned for viruses before being attached to the request. 9 Under Comment, type an optional comment. 10 Click Submit.
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