topic Re: Select Entitlement combo empty when trying to create a case at official support in Knowledge Management

Select Entitlement combo empty when trying to create a case at official support

altink — Mon, 26 Aug 2024 14:11:12 GMT

Hi

I am trying to create a case at your official support.
Our user is "unionub".

Required Input field "Select Entitlement" - a combo box - is always empty, and I cannot select anything.
So I cannot go on to create the case.

Tried with both Firefox and Chrome

please advise

Altin Karaulli
Security Officer
Unionbank

Re: Select Entitlement combo empty when trying to create a case at official support

gcusello — Mon, 26 Aug 2024 14:32:38 GMT

Hi @altink ,

you must be enabled by the customer to open a case for them.

Otherwise your customer must open the case by itself.

To be enabled, the customer must send a request to Splunk Support or to your reference Splunk Sales Engineer.

Ciao.

Giuseppe

Re: Select Entitlement combo empty when trying to create a case at official support

altink — Mon, 26 Aug 2024 15:24:30 GMT

Tank You @gcusello

We (Unionbank) are the customer.

It seems it is a contractual matter.

But I would like Splunk support to put some message about this after logon, instead of not being able to select a field. It is confusing.

regards
Altin

Re: Select Entitlement combo empty when trying to create a case at official support

gcusello — Mon, 26 Aug 2024 15:29:15 GMT

Hi @altink ,

if you are the customer, you can indicate some reference people to open cases, usually they are contractual reference ,but it's better to indicate one contractual reference and two or three operational people.

To do this, one of the already active contractual reference people must open a case to Splunk Support to indicate the other reference people to open cases.

Ciao.

Giuseppe