Create a new case

To create a new case, click the Submit New Case button on the Support Central Case Management quick access pane to access the Create Case page:

The next steps differ based on whether the logged in user has applications running in SaaS or OnPrem.

SaaS users must select the applicable environment, as shown below.  Product, Version, Component, and Component Version fields are not displayed because they are known.

OnPrem users must specify the product that you are creating the case for:

The rest of the create case form will then be generated after you select the product.

Five of the fields on this page are mandatory (they are marked with an asterisk *), but it's useful to fill in as much information as you can to help our team resolve the case.

Here are some things to know about the features of this page:

1. Favorite Products is a personalization feature used across our BMC websites. If you set the slider to enabled, the list of Products will be limited to those you have previously set as Favorites. If the star icon next to the Product field is orange, it indicates the displayed product is a Favorite. The icon acts as a toggle, so you may select/deselect a Favorite by clicking on the star icon.

   What are favorites?

   More information about Favorites.

2. Product is a mandatory field. To locate your product, start typing the name of the product in the field, and you will see a list of matching products.

   Can't see your product?

   If your product name does not appear, click on the link "Cannot find your product?" for possible reasons, or contact support

3. Product Version is a mandatory field. Please select the version of the product as accurately as you can from the available options. Selecting a component and version is optional, but may speed resolution if you can provide these additional details.
4. If your case is related to a Licensing or Product Password problem, or if you are alerting us to a possible security vulnerability in a product or service, please check the appropriate box.
5. The Subject (short description) is a mandatory field. Please give us a brief problem statement.
6. Use the optional Description field to explain the problem in more detail, using the template text as a guide.
7. In general, you do not need to select a Support ID, you may leave it as it is set by default. 
8. The Severity field is your chance to communicate the impact this case is having on your business. The default value is '3-Medium,' but you can adjust it according to the urgency of the problem. For severity 1-Critical issues, BMC Support will work with you 24 x 7 until the problem is resolved, which requires also having someone available to work the case continuously. Please contact support if follow-up action or help is required for a severity 1 case outside of regular business hours.
9. In the Contact Method field, you can specify the method of communication you'd prefer us to use in this case. 
10. You can specify one or more email addresses you'd like copied (CC'd) on any emails we send about this case in the Group CC field. Separate multiple addresses by a semicolon (;), and remember that this Group CC list only applies to this case. 
11. Use the Contact Instructions field to let us know anything special about how we should contact you about this case. You can give us a phone number to use that is different than your normal number for example, or specify contact information for a colleague when needed.
12. The optional Customer Reference is a free-text field that can be used to associate your BMC case with an internal Incident ID, project name, etc.
13. You may drag-and-drop a file of up to 2GB uncompressed size onto the "Attachment" area to upload it and associate it with this Case. Larger files must be uploaded separately using our Secure File Transfer service.

14. Use the action buttons to Save, Submit, or Cancel this Case. If you don't have all of the details you need in order to submit your case, you can click the Save as Draft button to save your case without submitting it. Later, when you've collected the additional information you need, you can come back, finish filling out the form and submit the completed case.

    Important

    • BMC Customer Support does not begin work on a case until it is submitted. If you save a case as a draft, be sure you return to Support Central and submit it as soon as possible.
    • Please do not submit multiple requests to fix the same issue in different environments (Development, QA, Production, Training, etc.). You need only submit one request and we will fix the issue in all environments.
15. After selecting an environment or product and entering data in the Subject and Description (at least 255 characters), our proactive search feature will offer possible solutions on the right side of the page. We encourage you to review those suggestions for information you might not have seen previously, as they may provide a resolution without the need to submit a case.

When you are ready, click the Submit Case button at the bottom of the form to send your case to our support team.