Support for Partners

The Support feature enables partners to submit and manage support cases on behalf of their customers. You can log issues, attach logs and evidence, add comments, escalate cases to OPSWAT, and track resolutions. This makes it easier to act as a single point of contact and help customers resolve issues faster.

This page covers partner-specific actions, prerequisites, and quick how-tos. For the full Support guide, see the main Support page.

• Create cases — capture customer details, product, severity, attachments.
• Customer cases list — filter by customer, status, severity, or date.

Permissions

Required to submit cases for customers

• Full access on the Support Service — Customer Organizations role object.
• Your partner organization must have at least one linked customer with a Partner relationship

To view customer cases submitted by other members in your partner organization

• View only or Full Access on the Support Service — Customer Cases role object.

👉 For how to assign or request these roles, see Roles & Permissions

Log a Case on Behalf of a Customer

Path: My OPSWAT Portal → Support (Left menu) → Submit Case button

Step	Field	Description
1	Choose organization	Select the customer organization you’re submitting on behalf of.
2	Product	Choose the affected OPSWAT product. Click More to view the full product list.
3	Platform (if applicable)	If the product supports multiple platforms, you’ll be prompted to select one (e.g., Windows, Linux).
4	Issue Type	Choose the nature of your issue, such as configuration, installation, or unexpected behavior, ensuring clear and consistent reporting.
5	Severity	Indicate how critical the issue is Note Based on your org's support level and severity, you'll see an estimated initial response time.
6	Add License & Version	Select the license key and product version using dropdowns, or enter manually.
7	Subject & description	Provide a: Subject – short, clear title (max 255 characters) Description – detailed explanation of the issue (max 5000 characters)
8	Review AI Suggestions (If Any)	Before submission, the AI assistant may suggest relevant knowledge base articles based on your input. If no relevant articles are found, users are directed to the next step. You can then choose I resolved the issue or Continue to Submit Case.
9	Upload Supporting Files	You can attach up to 5 files with a maximum total upload size of 2 GB.
10	Confirmation	After submitting all supporting files, you will be directed to a final screen displaying a list of successfully uploaded files. You can now monitor and manage your case under the Case summary list section.

Monitor Your Customer Cases

Path: My OPSWAT Portal → Support (left menu) → Customer Cases list

This tab displays all cases submitted on behalf of customers by you or any other users within your organization. Please note that this tab is visible only if certain conditions are met.

• You have View Only or Full Access to Support Service - Customer Cases role object AND Your organization has at least one linked customer with a Partner relationship
• OR You have at least one customer case.

👉 For how to assign or request these roles, see Roles & Permissions

In this tab, you can

• Search by Case number, Product, or Subject
• Filter cases by Product or Status (Open/Closed/Waiting on me/Waiting on OPSWAT)
• Click case number to view Case Details
• Export to CSV
• Access all cases with View All