Overview
Support Cases in the Service Management Portal allow you to report issues, request troubleshooting, or ask questions when something is not behaving as expected. A support case notifies the Arxus Service Desk that you need assistance. Once submitted, your case is routed to the correct technical team and you can follow all progress directly in the portal.
Support cases differ from Service Requests. Service Requests represent predefined operational actions submitted through the Service Catalog, while support cases represent issues, unexpected behavior, or errors. Both receive a case number for tracking, but they follow different workflows.
Prerequisites
To open or follow support cases in the Service Management Portal, you need:
Access to the Service Management Portal
A permission group that allows you to submit or follow support cases
Permission groups determine what you can do in the portal, including case creation, commenting, or viewing.
Where to Find Support Cases
You can start a support case from the Service Management portal from several locations:
Navigation bar
Cases > Create a Case
Homepage
Select the Create a Case button or choose it from the homepage widgets.
Arxus Engage chat
Start a conversation with our support team using messages feature. A support agent can create the case for you.
Creating a Support Case
Step 1. Open the Create Case form
Navigate to:
Customer Service Portal > Cases > Create a Case or select Create a Case from the homepage.
Step 2. Complete the Case Form
Contact
This field is filled automatically with your name. It identifies who Arxus should communicate with during the case.
Affected Item
Choose the configuration item impacted by the issue.
This may include servers, certificates, network items, applications, or cloud resources. Selecting the correct item helps the support team understand the scope and environment affected.
Priority
Select the urgency and impact of the issue.
Priority levels at Arxus explained >
Subject
Enter a short summary describing the problem.
Description
Provide a detailed explanation of what is happening, expected behavior, and any steps taken prior to the issue.
Your Reference Number
(Optional) Add your organization's internal reference number.
Watchlist Recipients
Add colleagues who should receive email notifications about this case.
Watchlist recipients receive all updates but are not required to take action.
Attachments
Upload screenshots, logs, reports, or other files that help explain the issue.
When the form is complete, select Submit.
Opening a Case through Arxus Engage
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Arxus Engage provides an alternative way to open a support case.
Select the chat bubble
Describe your issue
A support agent can create the case for you
You receive a confirmation email
The case will appear in your Open Cases list with full tracking and communication options.
Tracking Your Support Case
Once submitted, your case appears in your Open Cases list and you receive a confirmation email. You can track case progress in:
Homepage
The Track your case updates widget shows your most recent and important cases.
Navigation bar
OR Go to:
Cases > Case Overview
Case detail page
To see more details of a case select it and you'll be able to see;
Full activity history
All comments between you and Arxus
Attachments
Assigned engineer
Configuration item
Status changes
Case actions such as accepting or rejecting a solution
Support Case States
Support cases may move through several states:
New: The case has been created and is awaiting review, no action is required from your side
Open; Arxus is actively analyzing or working on the issue.
Awaiting Info; Arxus requires more information from you. Respond in the Activity section to continue progress.
On Hold: The case is paused due to external dependencies, pending actions, or a requested delay.
Resolved Arxus has completed the required work and believes the issue is resolved. You will receive notification and can choose:
Accept Solution; Confirms the solution is correct. The case will be closed
Reject Solution; Indicates the issue is not fully resolved. The case is reopened.
Close Case; Ends the case without further work if the issue is no longer relevant.
Closed; The case is complete. All comments and history remain available for review.
Service Orders vs Support Cases
Service Orders
Created from the Service Catalog. These represent predefined operational actions such as DNS changes, license updates, or certificate renewals. They follow a fulfilment workflow and appear in the Orders section. Service Orders communicate:
“Please perform this operational action.”
Support Cases
Created when something is not working, unclear, you need troubleshooting or need to request something that is not a Standard Service Request.
They follow the incident and problem resolution workflow and appear in the Cases section.
Support Cases communicate:
“There is an issue and I need help.”
Get Help
If you need more help, contact your Customer Success Manager, reach out to our Service Desk support, or type your question in the chat to our support team. They will be ready to assist you.