To log a case in the Customer Portal

Follow these instructions to log a new case.

1        Go to the Customer Care Center to log in to the Customer Portal.

2        Click Customer in Login: Customer in the upper right corner. You see the Customer Care Center window.

3        Enter your user name and password, then click Login.

Note: For information about requesting access to the Customer Portal, see To request access to the Customer Portal.

4        Select an asset in the Assets area to see the cases for that asset.

Note: If you create a case on an Expired or Suspended asset, the case is created as pending until there is an active contract. (Use the drop-down box in the Assets area to select an expired or suspended asset. The default is Active.)

5        Click New Case in the right column. You see a window where you can enter information about the new case.

6        Enter the subject, description, and severity level of the case.