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How to open a Service Request (SR) in Beyond Technical Level
Note: once a user(s) are added to an account you may experience a synchronization delay in opening cases. This could be 30 minutes to 24 hours. 

Step 1 of 4:
Customer Flow:

  1. The customer selects the request type, either "Technical", "Cloud", "Non-technical" or "Content Classification" or "RMA".

    When choosing Technical Product issue:

  2. The customer enters in the Account ID and the Asset (Device number) the ticket is in reference to.
  3. The system checks that the person opening the SR is a designated support contact, or has Administrative permissions in the UserCenter Account.
  4. The system will check if the Account or Device Number entered has a valid support contract.

    When choosing "Technical Cloud issue" the customer enters in only the Account ID.


Partner Flow

  1. The Partner selects the request type, "Technical", "Cloud", "Non-technical", "Content Classification", or “RMA.

  2. The Partner enters the End User's Account ID or Device Number. (A notification that an SR has been created on behalf of the End User is sent to the email addresses of the specified Account's administrators.)

    Note: The Device Number can be either the MAC Address (for 2012 Appliances, Smart-1, VSX-1, UTM Edge), or Serial Number (for IP Series or IAS).

  3. The system checks that:
    • the End User's Account or appliance is covered by a valid CES support contract
    • the Partner opening the SR on behalf of the End User is a Certified Check Point Support Provider (CCSP/CSP) and that they are certified (CCSE).

    If the End User Account is covered by CES, the Partner has CCSP status and they are certified, the SR submission is advanced to the next step.

  4. If the End User Account is not covered by a valid CES support contract, the following scenarios are possible:

    • If the Partner is a CSP, they will be advanced to the next step. The CSP Partner will be able to open a Service Request by using their ticket quota.
    • If the Partner is only a CCSP and not a CSP, he will receive an error indicating that the account is not covered.

Step 2 of 4: (All Users)

In this step, the person creating the SR is required to fill in basic information about the SR, such as: Product, Version, Operating System, Issue Description (including Error Messages) and Severity.

Users will also be prompted for file uploads at this time. *Please note file size limit is 25MB. If your file size is larger, then after ticket creation use Check Point Uploader (either cp_uploader command line utility from sk84000, or GUI-based utility from sk108152).

Step 3 of 4: (All Users)

In this step, the person creating the SR is presented with a summary of the information he provided throughout the SR creation wizard.

Additional contact information and methods of contact can be added here. A Customer Reference Number, i.e. a number used by the customer to refer to the technical support case in their own ticketing system, can also be included. After reviewing the information, the person creating the SR clicks "Submit".

Step 4 of 4: (All Users)

Once the process is completed, the SR number is displayed and an email is sent to the contact opening the SR. When a Partner opens an SR for an End User, an email notification is sent to the specified email address.

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