Partner Process: How to Open a Case as a Supporting Partner
Supporting Partner Opening a Case
Any Supported Product
How to open a case using the case template.
Copy and paste this template into the initial case comments written when opening a case.
Partner Internal Case Number (If Applicable):
Customer company name:
For EDR/Hosted EDR/CB Response cases ONLY:
On prem or Cloud:
For Carbon Black Cloud cases ONLY:
Number of sensors impacted:
OS of impacted endpoints:
Issue start time:
Are additional AV/Security Products installed: Yes/No
AV exclusion in place and verified to be correct: Yes/No
If AV exclusions have been verified are they the most current recommended exclusion
Keywords searched on the User eXchange:
Troubleshooting steps done so far in Partner Support case:
Log findings from Partner Support Review:
The information requested above applies to all cases for all products. Providing as much of this information as possible at the time the case is opened will shorten the time to engineering involvement and case resolution.
This template is recommended for customer, but mandatory for Supporting Partners.
This template is now included on the case creation page on the User Exchange.