Salesforce - Case Creation Process for Users
Table of Contents
Support: Case Creation Process
The process uses the community site and allows for quick and easy access to input the Unique System Identifier, assets, previous cases, related items, and more. The community member must log into the new site where they'll have access to their assets and entitlements.
An important feature is the Asset field and it is a required field for the product or service that you're using. It may be one of the following:
Business Voice - Location Code
Switchvox - Reg Codes
PBXact (all types) - Deployment ID
FreePBX - Deployment ID
SBC - Deployment ID
Gateways - Serial number/MAC
Transcoding Cards - Serial Number
PSTN Cards - Serial Number
Phones - MAC Address
SipStation/FaxStation - SIP Username /Customer ID/Reg ID
Sangoma SIP trunking - DID
Switchvox Cloud - Deployment Name (Cloud URL)
MSP - Address Code
Fonality/CommUnity - Server ID (SID)/Support Code
Case Creation Process
Log into the community site. https://help.sangoma.com/community/s/
Click on "Cases" located at the top of the page.
The next page will show you a list of cases that you have opened, if you have any. At the bottom of the page click on "Open a Case"
A list of your claimed assets will be provided. Choose the correct asset, or click on "I can not find my Location, Server ID, or Asset in the above list and would like to enter it manually.
Complete the fields provided. The subject line should be a very brief description of the issue. In the description field, make sure to provide all the details of the issue that you have available. Make sure to select the correct environment, and product category.
Once you've completed the fields, click on "Submit Case".
Once you submit the case, you'll be taken to a new page and receive a message of "Thank you for submitting your Case". If you click on the word "Case" you'll be taken to your case. You can also simply click "Finish" to return to case creation.
Asset Information
If you're unfamiliar with your available assets or want to verify the correct information, you can follow these steps.
Log into the community site. https://help.sangoma.com/community/s/
At the top of the screen, you can click on "Assets"
This will list assets that are associated with the account that's logged in.
Click on the Asset Name to view the asset's information, such as whether the support is currently active or if it's expired.
The following image shows the Asset Support Status as Expired:
The following image shows the Asset Support Status as Active (in this one, it's labeled as "Purchased")