Creating a Support Case for Sitefinity

March 28, 2022

Creating a Support Case for Sitefinity

Hello and welcome to our video on How to Create a Case within SupportLink.  SupportLink is part of the Progress Community.  We recommend using the Chrome browser and bookmarking community.progress.com directly, to enable you to get here the fastest.  Access to SupportLink requires you to be logged into the community.  Check out our video on Accessing the Community if you need any assistance logging in.  You can access SupportLink by using the Support item in the main navigation or through the SupportLink tile on the community homepage.

Once in SupportLink, you will click on the Create Case tile.  If you own products from multiple product groups, you will see a screen like this first, asking which product group you are trying to create a case for.  Select the appropriate product group to continue to the case creation wizard.  For this today, I am selecting Sitefinity.  If you do not own products from multiple product groups, you will be taken straight to the wizard.

If you are a Sitefinity Partner, you will see an “End User” field below this OR.  If you are opening a case on behalf of your customer, you will need to select that customer from the End User drop-down.

If not already selected, choose Sitefinity from the Product Group dropdown.  In the Product dropdown menu, select the corresponding support package.  Please note, the Product dropdown menu displays the unique support package options.  For example, if you have 3 enterprise support packages purchased, in the dropdown you will see Sitefinity Enterprise Support, which groups all packages.

Select the version of Sitefinity that you are using.  Now select the accurate registered domain that corresponds to the site you are requesting support for.  If you have multiple licenses associated with the support package you selected for the product dropdown, you see a list with all registered domains for those licenses.  If you have not registered a domain for your project yet, select the No Domain option.  The project name field lets technical support engineers know which specific project requires support.  Now choose the severity of your case.  Only use severity 1 when your production system is down.

Next, fill in all relevant information to provide the support team with a comprehensive overview about your project and environment.  In the Subject field, enter a short description of your issue.  In the Question/Problem Description field, enter a more detailed description of your issue.  Explain when the issue started and any recent changes before the issue occurred.  If there is an error message, please provide it in the Error Message field.  Please note that the text you are entering in these fields is used to search through the progress knowledge base, community and documentation and is returning results which may contain information that will help solve your issue.

We highly recommend going through the search results to see if your issue has already been addressed as solved.  Many times you will find a solution to your issue without having to open a case.  If none of the results answer your question, click Continue.

Before clicking submit case, verify that all the information entered is correct.  You will also need to provide environment details such as Platform, 32/64-Bit mode and operating system.  If there are additional details you feel will be helpful to the support engineers, use the Error Details section to provide that information.  Finally, select the application type.  Once you have entered all the appropriate information, click Submit Case.  You should see a green success message pop-up and you will be taken to the case details page.  A technical support engineer will be in touch soon.

That will do it for this video.  We encourage you to check out our other videos to help you get set up for success with Progress.  Thank you!

Tags: Sitefinity How To