User type: Both Personal and Organization users
Once you've submitted a case, you can monitor and manage it directly in the Case Summary List.
This guide helps you:
View all submitted cases (yours, your organization’s, partner-submitted, and customer cases, based on your role).
Track updates, upload files, respond to OPSWAT, escalate, close, or reopen cases.
The Case Summary List provides an organized view of your support cases, organized into five tabs: My Cases, Organization Cases, Partner Cases, Customer Cases, and False Detection Submissions.
You can view and manage support cases in the Case Summary List, organized into the following tabs
The tabs available to you depend on your role and permissions.
Tab | Who can see | What it shows |
|---|---|---|
My Cases | All users | Cases you personally submitted |
Organization Cases | Organization members with permissions | All cases from your organization |
Partner Cases | Customer organization members with permissions | Cases submitted by partners on behalf of your organization |
Customer Cases | Partners with permissions | Cases submitted for customers |
False Detection Submissions | All users | Auto-created cases from false detection reports |
All cases | All users | A unified view of every case you have access to, across My Cases, Organization Cases, Partner Cases, Customer Cases, and False Detection Submissions |
Organization Cases, Partner Cases, and Customer Cases are displayed according to the organization you are currently viewing. Cases submitted under other organizations will not be visible unless you switch to that organization.
For example, if you're viewing Organization A, you won’t see Organization Cases and Customer Cases submitted under Organization B unless you switch to Organization B.
Case summary list
My Cases
Available to:All users
This tab lists all cases you've submitted. 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
Use the Gear icon to hide or unhide display columns.
Access all cases with View All
Organization Cases
Available toOrganization users with the Support Service - Organization Cases permission
Contact your admin and ask them to grant the appropriate Support Service - Organization Cases permission for your account. Access can be controlled through RBAC: My Organization > Roles
This tab displays all cases submitted by members of your organization. You can search, filter, export, and customize columns the same way as My Cases
Partner Cases
Available to Customer organization members with the Support Service - Partner Cases permission
To see this list Contact your admin and ask them to grant the appropriate Support Service - Partner Cases permission for your account.
This tab shows cases that partners have submitted on behalf of your organization. It is available only to customer organizations and displays information including the Partner Name alongside standard case details. You can search, filter, export, and customize columns the same way as My Cases
Customer Cases
Please refer to this guide: Monitor Your Customer Cases
False Detection Reports
Available to:All users
When you report a false detection, the system automatically creates a support case here.
You can:
Search by Case number and Subject
Filter cases by Status (Open/Closed/Waiting on me/Waiting on OPSWAT)
Click case number to view case details
Click View Detection for more info
Export to CSV
Access all cases with View All
All Cases
Available to:All users (the cases shown are scoped by your role and permissions)
This tab brings every case you have access to into one searchable list, combining My Cases, Organization Cases, Partner Cases (for Customers), Customer Cases (for Partners), and False Detection Reports.
Clicking any statistic on the Support dashboard (Open, Waiting on Me, Escalated, or Closed) opens this view filtered to those cases.
You can:
Search by Case Number or Subject
Filter by Case Type, status, and date range
Export to CSV
Use the Gear icon to hide or unhide display columns
Case Details
When you click on a Case Number from any case list, you'll be taken to the Case Detail Page, giving full visibility into your case and lets you take follow-up actions, like uploading files, leaving comments, or escalating the issue.
Item | Description |
|---|---|
Case name and description | |
Watch a Case (CC) | Add email addresses to receive email notification on case updates
|
Escalate | Click if your case requires urgent attention. Reason for Escalation is required. |
Case information | View case number, contact name, organization, assigned agent, product, platform, issue type, version, license, severity level, created date, and current status. |
Escalation | Escalation status |
Attachments | Upload relevant files (up to 30 GB) Note All uploaded files can be downloaded from this view, except for FDS files submitted during the False Detection Report process. These files are restricted due to potential security risks. Warning Do not upload infected files or any files suspected of containing malware when submitting support cases. |
Close Case (top-right corner) | Close case and submit ratings |
Reopen Case | Click the Reopen Case button, provide a required comment explaining why you are reopening, and confirm. The case status changes back to Under Review. Only available to close date < 14 days |
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Satisfaction Ratings
Help improve support quality by rating your closed cases:
Icon | Meaning | Action |
|---|---|---|
⭐ Yellow Star | Already rated | Click to update rating NoteRating can only be updated within 7 days from Case Closed Date |
Rate | Not yet rated | Click to provide feedback |
"--" | For OPEN case (Not CLOSED status) | Rating is disabled |
You can only rate your own CLOSED cases.