Cases can be updated through the My Support Portal, email, or phone.  

My Support Portal 

  1. Login to My Support
  2. Go to Cases > View and Manage Cases
  3. Select the case for which you are providing an update. 
  4. You can also: 
    1. Enter the case number in the Case Search box. 
    2. Search using a pre-defined query or by End User
  5. Select the case for which you are providing an update. 
  6. Click Post Update
  7. Complete in the form then click Save

NOTE: If the case is in Awaiting Info or Solution Proposed status, updates change the Case Status to Open. You will now see your update(s) in the Case Updates section of the case. 

Email 

Replying to either an email originating from the case or an automated case notification will update the case automatically. An email originating from a case includes a special Reference ID, which ties all replies to the case. 

If you start a new email and send it to Product Support, it will not link to the case automatically, even if you have specified a case number. Such emails will be processed by the Product Support Admin team and may be manually linked to the case specified, but automatic linkage will not occur unless the email body contains the Reference ID. 

NOTE: If the case is in Awaiting Info or Solution Proposed status, and the case contact replies to an email originated from the case, this will also change the case Status to Open. Additionally, the contents of the email response will be added to the Case Updates section of the case. 

Phone 

A Designated Contact may update a case by calling Product Support, see the Contact Us page. You may be required to provide your PIN and the 10-digit Case Number.