Veeam | kb2211

Click here for Case Administrator FAQ for Veeam Cloud Service Providers Case Opening Restrictions Only the License Administrator and designated Case Administrators can submit support cases. Please be sure to verify your License Administrator and define valid Case Administrators for your Veeam licenses. Case Administrator must be assigned by License Administrator Veeam Support is not able to change or create the Case Administrators for an account. This action can only be performed by the License Administrator for a given Support ID. Below are the most commonly asked questions. What is a Case Administrator? The Case Administrator role allows a company to assign individuals who they wish to allow the ability to create and manage cases for the company's support contracts. Customers can now assign individuals who may manage support tickets on behalf of their company – Case Administrators. By adding a Case Administrator, you invite an employee of your company, a reseller, or a third-party contractor to join you in managing your cases with the Veeam Support Team. Please note that Case Administrators can open cases but cannot manage your existing licenses. What can a Case Administrator do? Case Administrators can open, update, and close support cases for the licenses they are assigned to. Case Administrators can also manage cases created by the License Administrator and other Case Administrators. Case Administrators belonging to the same company can view other licenses but cannot manage them.  Case Administrators cannot view and manage other Case Administrators. How do I assign a Case Administrator? Case Administrator Assignment Limitations for Veeam Cloud Service Providers You must be logged in as the License Administrator to manage Case Administrators for your company's support contracts. Once logged in to the Veeam My Account Portal as the License Administrator,  you can access the "Case administrators" section. Note: The Case administrators section will only be visible when logged in as the License Administrator. Case Administrator Creation Open the [Create administrators] page Click [CREATE CASE ADMINISTRATOR] Specify the Business email of the person you wish to add as a Case Administrator. The Name and Company will be prefilled if the email provided is associated with an existing portal account. If there is no portal account related to the provided email, you must provide a name and company name. As documented in KB4411, attempting to assign the Case Administrator role to the email address belonging to the License Administrator will result in the error "Unfortunately this action can't be completed because of data mismatch." After verifying the information, click [Next] Select the Support contracts which will be assigned to the new Case Administrator. Click [Save] to complete the process. Use the arrow to switch between the slides below to see screenshots for these steps. Case Administrator creation completed page. If the email address you are attempting to create a Case Administrator role for is not registered with my.veeam.com, you will be asked to specify their name and company. Additional information may be requested if the new Case Administrator's company is not yet registered on veeam.com. How do I become a Case Administrator?  The License Administrator can only assign the Case Administrator role for a given Support ID. Contact the License Administrator directly and request that they designate you as a Case Administrator. Review the How to Determine License Administrator section below for assistance in determining who the License Administrator is. What is the maximum number of Case Administrators I can assign? There is a limit of 80 Case Administrators per Support ID. How do I remove a Case Administrator? There are two options: Unassign the Case Administrator from a specific Support Contract Remove the Case Administrator entirely To unassign a Case Administrator from a specific Support ID: Go to the Case administrators page. In the "License view," click the X next to the Case Administrator's entry under the specific Support ID#. To remove a Case Administrator entirely, switch to the Case Administrator View and click the Delete administrator. Note: This option is unavailable if the user is the License Administrator. How to Determine License Administrator To view the Production Licenses and identify what email is assigned as the License Administrator, please click here: https://my.veeam.com/#/licenses/production It is also possible to see the License Administrator information in the License Information panel inside Veeam Backup & Replication.  How to Change License Administrator If you have lost access to the License Administrator account or want to change who is assigned as the License Administrator, please create a licensing case. When requesting a License Administrator change, please include the email of the new License Administrator. Note: If you are not a Case Administrator for the Support ID whose License Administrator you are attempting to change, leave the Support ID field blank. Feature / Function Case Administrator License Administrator Role Management Assign Case Administrator Role     Case Management View Cases     Create Cases     Product License Management View Product Licenses     Download Product Licenses     Merge Product Licenses     Swipe to show more of the table Related Articles Veeam Account Sign In FAQ How to Create a Veeam Account My Account Portal "Recovery email for case contact" Guide My Account Portal - Role Management FAQ How to Create a Veeam Support Case My Account Portal: "No licenses can be found for your account" How to Attach Files to a Veeam Support Case How to Attach a File Larger Than 5GB to a Support Case How to Generate an SFTP Account for a Support Case How to Contact Veeam Support Management Support Partners Case Management