Creating SAS Consulting Support cases in the SAS Customer Service Portal


What is a SAS Consulting support case?

A SAS Consulting support case is the new way for SAS Hosted customers with consulting engagements to open requests for Consulting through the SAS Customer Service portal. The Consulting support form enables SAS Hosted customers with consulting engagements to raise tasks, non-urgent issues, and UAT findings directly to the team assigned to their account.

Consulting support tickets should be opened only for issues and requests relating to active consulting projects. For critical hosted environment issues (such as production environment down), do NOT open a Consulting support ticket; instead, select Managed Cloud Services Support from the SAS Customer Service portal so that an Incident is created and routed to get the appropriate assistance.

 

How do I open a Consulting Support case?

  1. Go to the CSM portal.

 

  1. After logging in, click Get help:

 

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  1. Select Consulting Support from the list of Support items:

 

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Reminder: When completing your case form, always consider SAS policies about restricted and confidential information, as shown below:

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  1. Your Contact information is filled in automatically.

 

  1. If you have multiple Projects with SAS Consulting, you must select one from the drop-down menu. If you have only one project, the field is filled in for you.

 

  1. Select a Request Type. Note that you should select UAT Finding only during the UAT project phase.

 

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  1. Select an Environment. If multiple environments are affected by the request or the environment type is not one of the choices, provide more details about the affected environment(s) in the Description. If this information is not relevant to your request, you can skip this field.

 

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  1. Select a Severity for the request. This information helps guide the SAS Consulting team when prioritizing multiple open cases. For critical hosted environment issues (such as production environment down), open a Managed Cloud Services Support Case, NOT a Consulting Support Case.

 

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  1. Provide a short Summary of the request:

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  1. Provide a full Description of the request:

 

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  1. You can add other users from your company with CSM accounts as watchers on the case:

 

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  1. Use the Add attachments button to attach any screenshots or helpful files to the case. Ensure that attachments do not include PII, Confidential, or Restricted Data:

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  1. Submit your case:

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After opening your case, you can find all of your open cases by selecting My Open Cases from the Case menu in the top right of the portal. From this menu, you are able to view cases and add additional comments or attachments as needed.

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