View or update existing Cases

To view or update existing support cases, click on the View All Cases button to access the Case Management list page. The top section of the page allows you to select which Cases are included in the list in the lower section of the page. 

You will only have access to Cases associated with the Support IDs in your Service Cloud profile. If you need help managing your Support ID profile, please contact Customer Support.

 image-2023-11-21_11-46-20.png


 The filters controls on the page work in combination to determine which Cases are included in the list.

Overall scope of Cases:

  • "My Cases" - only Cases where you are the primary Contact person
  • "All Cases" - all Cases associated with any of the Support IDs in your profile

Case Status:

  • "Open" -  only open Cases
  • "Closed" - only closed Cases
  • "All" - open and closed Cases

Date Range defaults to the last 30 days, but may be adjusted as desired. The wider the date range, the longer it will take to populate the list. 
If you receive an error message about exceeding query limits, reduce the date span or change another filter control to reduce the scope of your query.

The Search control allows you to find Cases based on one of the attributes available in the picklist. The search function is not constrained by the other filter controls. 

  • Search for cases, case drafts, defects / Requests for Enhancement (RFE)s / CARs or Historical Cases.

When searching cases, you can filter by:

  • My Cases
  • All Cases
  • Case status; Open, Closed or All
  • The items listed under the 'Search By' dropdown menu; Account Name, Case ID, Product, Subject, Submitter



image-2023-11-21_11-50-2.png




To edit a Case, click on the Case Number in the results list to open it.

Note

You can update open Cases and those which have been closed for less than 90 days (note the red text in the image below). Should you need to update or re-open an older closed Case, please contact Customer Support.

To update your case, scroll down to the case Updates section of the case and enter your update in field, and click Share. You can also post files to your case, or links to relevant sites or documentation.

image2021-6-4_13-37-53.png

Some customer network rules block the technology BMC uses to update Cases via the web. If you are affected, you will be able to create a Case, just not update it. The fix is to have your network team remove authentication requirements for *.bmc.com and *.eloqua.com. Updating a Case can be seen as the same a type of activity as a social media posting by the network rules.

UPDATE Case Severity:

You can not update the case severity on the web. If you need to raise your case to Critical Priority please call us on your local Customer Support Phone number: Contact BMC (select your country on the top right)

 

Tip: For faster searching, add an asterisk to the end of your partial query. Example: cert*