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Why can't I see all of our open support cases?

WhitneySink
Splunk Employee
Splunk Employee

Can entitlement contacts view all support cases?

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1 Solution

WhitneySink
Splunk Employee
Splunk Employee

The person that opens the support ticket is the only individual that can see it along with those they designate as “case collaborators”.  Case collaborators need to be set up when the support ticket is filed.  For better data security, only the necessary parties that can assist with diagnostic files should be included on each specific case. 

Does more of your team need visibility on a case?  Click the "Select All" button in the search popup to add everyone from your entitlement at once. 

Can’t find the person that you want to add?  Reach out to your account admin to ensure that person is listed as an entitlement contact.

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WhitneySink
Splunk Employee
Splunk Employee

Need more information on Case Collaborators?  Check out: https://www.splunk.com/pdfs/support/working-with-support.pdf (Page 25)

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WhitneySink
Splunk Employee
Splunk Employee

The person that opens the support ticket is the only individual that can see it along with those they designate as “case collaborators”.  Case collaborators need to be set up when the support ticket is filed.  For better data security, only the necessary parties that can assist with diagnostic files should be included on each specific case. 

Does more of your team need visibility on a case?  Click the "Select All" button in the search popup to add everyone from your entitlement at once. 

Can’t find the person that you want to add?  Reach out to your account admin to ensure that person is listed as an entitlement contact.

0 Karma