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Support ticket


I am trying to make a high-level support ticket with Acumatica Support team and it only lets me open an education related support ticket. This does not allow me to open a support ticket for a clients problem? how do i enable the non-education support ticket?

 

Best answer by Naveen Boga

Hi @CAllaire  It seems ROLEs are not assigned to you.

User permission roles are a self-serve item for the partners, meaning that anyone at your company with the Account Management role permission can update contact roles.If they update your user role profile to include "Partner Consultant". This will give you access to the Case Management role, as requested. 

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7 replies

Kandy Beatty
Captain II
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  • Captain II
  • 2183 replies
  • January 16, 2023

HI @CAllaire 

You will need to reach out to an administrator of your account to assist. They will have to give you the correct rights to open support tickets. 


  • Author
  • Freshman I
  • 5 replies
  • January 16, 2023

Where in training does it show how to do this? I have administrative access to my client.


Kandy Beatty
Captain II
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  • Captain II
  • 2183 replies
  • January 16, 2023
CAllaire wrote:

Where in training does it show how to do this? I have administrative access to my client.

Who handles your Acumatica support account? They would be able to assist. 


Naveen Boga
Captain II
Forum|alt.badge.img+19
  • Captain II
  • 3382 replies
  • Answer
  • January 16, 2023

Hi @CAllaire  It seems ROLEs are not assigned to you.

User permission roles are a self-serve item for the partners, meaning that anyone at your company with the Account Management role permission can update contact roles.If they update your user role profile to include "Partner Consultant". This will give you access to the Case Management role, as requested. 


Heidi Dempsey
Community Manager
Forum|alt.badge.img+2
  • Community Manager
  • 255 replies
  • January 16, 2023

Thanks all!  I gave him the admin for their account and he is all set.


  • Freshman I
  • 9 replies
  • January 30, 2024

@Heidi Dempsey 

It is possible that you can give me access to my account to generate tickets? 😀


Chris Hackett
Community Manager
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  • Acumatica Community Manager
  • 2658 replies
  • February 2, 2024

Hi @jcesar - You would want to work with your partner or business account admin for this access.


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