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Title
How to open a case using the Quest Support Portal to request Technical Support -
Description
How to open a case or submit a service request through the Quest Support Portal when experiencing an issue or have questions about Foglight. -
Resolution
First, the user must registered with an account associated with a license number or asset number on the Quest Support Portal.
The user must then be logged into the Quest Support Portal with this account to submit a service request (SR).
REGISTER ON THE QUEST SUPPORT PORTAL
1. Go to the Quest Support Portal home page
2. Click the person icon at the top right, then click "Create Support Account":
3. Enter the license number or Asset number (not the Foglight license number), fill in the "Contact Information", then click the "Create Account" button:
4. Check e-mail for temporary password
5. Sign in to the Quest Support Portal and create a new password:
If assistance is needed to register an account on the Quest Support Portal, or to change any information with a current registered account, please see Need help with registration?
LOGIN TO QUEST SUPPORT PORTAL1. Click the person icon at the top right,
2. Enter the email account id and password to access the Quest Support Portal. Then click the Sign-in button or use the Sign in with Microsoft button.
SUBMIT A SERVICE REQUEST
1. At the Quest Support Portal home page click on "Contact Support":
2. The Contact Support page will open.
Scroll down to the Technical Support box and click Submit Case
4. Select the product, software version, and account ID, then click the Next button:
5. In the Submit Case page, add a meaningful title, a detailed description of the issue, attach screen shots of any error messages. Then choose a severity level, and add some details about environment, and a preferred first contact method (phone or email).
Once the form has been completed, click Next to submit the form.
6. If a Knowledge Base Article matches the issue, select it and click the Cancel Service Case button. Otherwise, select the Submit Service Case button:
7. A Case will be provided in the account and an email will be sent with the case number:
7. An email should also be received from the system sent the account associated with the Supportlink login.
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Additional Information
You can update the service request with new information, search the knowledge base for a resolution or close it at any time
