Case Submission Guide
User type: Both Personal and Organization users
If the AI Support Assistant doesn’t fully resolve your issue, you can easily escalate the conversation by submitting a case. This section walks you through how to create a support case in the My OPSWAT Portal.
You can always start by asking the AI assistant. If your issue can’t be solved through documentation or quick guidance, the assistant will guide you to submit a case.
Once you're ready to escalate an issue, click Submit a Case. A guided form will open.
Click the Submit a Case button right from main dashboard
Or from chat dialog
| Step | Field | Description |
|---|---|---|
| 1 | Choose organization
| Select the customer organization you’re submitting on behalf of. Visible only if your organization has Preferred Partner relationship with at least one customer AND you have Full access on Support Service - Customer Organizations role object.
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| 2 | Product | Choose the affected OPSWAT product. Click More to view the full product list.
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| 3 | Platform (if applicable) | If the product supports multiple platforms, you’ll be prompted to select one (e.g., Windows, Linux).
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| 4 | Issue Type | Choose the nature of your issue, such as configuration, installation, or unexpected behavior, ensuring clear and consistent reporting.
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| 5 | Severity | Indicate how critical the issue is
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| 6 | Add License & Version | Select the license key and product version using dropdowns, or enter manually. |
| 7 | Subject & description | Provide a:
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| 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.
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| 9 | Upload Supporting Files | You can attach up to 5 files with a maximum total upload size of 2 GB.
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| 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. |
You can then manage the case from Support Case Management