Support Case Management

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 and your organization’s, based on your role)
Track updates, upload files, respond to OPSWAT, escalate, or close cases

If you're a Reseller/ Distributor with extended access, you may see more cases across your organization or customer organizations.

The Case Summary List provides an organized view of your support cases, organized into four tabs: My Cases, Organization Cases, Customer Cases, and False Detection Submission .

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
Customer Cases	Partners with permissions	Cases submitted for customers
False Detection Submissions	All users	Auto-created cases from false detection reports

Organization 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
Access all cases with View All

Organization Cases

Available to: Organization users with Extend Case View permission

This tab displays all cases submitted by your organization's members and is only display if you are a part of an organization and you have Extend case view access. In this tab, you can

Search and filter similar to “My Cases”
Click case number to view case details
Export to CSV
Access all cases with View All

Customer Cases

Available to: Partner with assigned customers only

This tab displays cases submitted on behalf of customers and visible only if the following conditions are met

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

Learn more about granting user permission here.

If you want to see customer cases submitted by others in your org, you’ll also need Extend Case View permission.

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

False Detection Submissions

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 Product or 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

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 information	View case number, creation time, product, severity level, and current status.
Case Description	Review the issue you submitted.
Escalate to Management	Click if your case requires urgent attention. Reason for Escalation is required.
Files & CC’s Tab	Upload relevant files or add additional email contacts to keep in the loop. 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.
Comment Box	Add new updates, reply to OPSWAT support, or clarify your request.
Close Case (top-right corner)	Close case and submit ratings

Satisfaction Ratings

Help improve support quality by rating your closed cases:

Icon	Meaning	Action
⭐ Yellow Star	Already rated	Click to update rating Note Rating 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 from any tab.

Extend Case View

The Extend Case View (previously known as Configure Organization Case Access) button allows authorized users to manage or review permissions for viewing organization-wide cases. Its availability and functionality depend on the user’s account and permissions

User Type	Permission	What they see
Personal user	-	Button not visible
Organization user	View-Only access to “Support Services”	Can see the list, but can’t change anything. 💡 Tooltip says: “You don’t have permission to configure case access.”
Organization user	Full Access to “Support Services”	Can manage access for other users by turning on or off the toggle

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