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Submitting a Case From the Tableau Partner Portal


Published: 19 Oct 2016
Last Modified Date: 14 Nov 2018

Question

How to submit a case from the Tableau Partner Portal.

Answer

Step 1: Navigating to Case Creation
  1. Log into the Tableau Partner Portal
  2. In the Menu dropdown, select View Cases
  3. Above your list of existing cases, select New Case.
  4. Enter the the question/issue and click Continue.
  5. A list of suggested resources is presented. If one of the suggested articles resolved your query, click Question Answered. If not, click Create Case.
  6.  Create a case by choosing the appropriate team:
  • For Customer Service, proceed to Step 2. 
  • For Technical Support, proceed to Step 3. 
  • For Portal Feedback, complete the online survey.  
  • For Customer Success provide a summary of the issue via email 
Step 2: Provide specific details of the issue (Customer Service only) 
  1. Subject, provide a short description of the issue.
  2. Description, provide information about the environment where the issue is occurring, in which product, which version, which language, and which data sources and operating systems. 
  3. Case Type defaults to Account Management.
  4. Type Detail, select the type of issue, such as Billing and Invoices or Modifying Users. 
  5. Impact, describe the impact the issue is having on you. 
    • Capacity Reduced: Minor functionality of the software is unavailable. You have questions about functionality and understanding of how to use the product. Typical issues would be help with formulas, filters, actions, etc.
    • Work Slowed: Minor functionality of the software is unavailable. For example, non-severe performance issues or questions about the results of a calculation. 
    • Work severely impacted: Major functionality of the software is unavailable. Typical issues would be: unable to publish to Server, unable to connect to primary data source, severe performance issues, unable to synchronize Active Directory, Extract refresh failures, etc.
    • Inconvenience: A minor issue with functionality or implementation that you would like Tableau to be aware of, but is not blocking use of the software. 
    • Concern for deadline: Resolution of the issue is necessary to make a business deadline.
    • Feature or Enhancement Request: You would like to see specific functionality added to the product. Note: The best way to suggest new functionality is to submit an idea through our Community: Community Ideas
    • Complete Work Stoppage: You are unable to use the software at all. For example, unable to active or install the software, or the software will not launch.
  6. Portal Account, select the associated portal
  7. Case Preferred Support Region and Preferred Case Language, update per your preference
Step 3: Provide specific details of the issue (Technical Support Only) 
  1. Subject, provide a short description of the issue.
  2. Description, provide information about the environment where the issue is occurring, in which product, which version, which language, and which data sources and operating systems. 
  3. Case Preferred Email will default to the email address used for login 
  4. Case Preferred Support Region, Case Preferred Timezone, Preferred Case Language, update per your preference 
  5. Case Details, provide information regarding Product and Category, as well as version and data source
  6. Impact, describe the impact the issue is having on you.
    • Capacity Reduced: Minor functionality of the software is unavailable. You have questions about functionality and understanding of how to use the product. Typical issues would be help with formulas, filters, actions, etc.
    • Work Slowed: Minor functionality of the software is unavailable. For example, non-severe performance issues or questions about the results of a calculation. 
    • Work severely impacted: Major functionality of the software is unavailable. Typical issues would be: unable to publish to Server, unable to connect to primary data source, severe performance issues, unable to synchronize Active Directory, Extract refresh failures, etc.
    • Inconvenience: A minor issue with functionality or implementation that you would like Tableau to be aware of, but is not blocking use of the software. 
    • Concern for deadline: Resolution of the issue is necessary to make a business deadline.
    • Feature or Enhancement Request: You would like to see specific functionality added to the product. Note: The best way to suggest new functionality is to submit an idea through our Community: Community Ideas
    • Complete Work Stoppage: You are unable to use the software at all. For example, unable to active or install the software, or the software will not launch.
  7. Severity and Severity Detail, update to describe the severity of the issue 
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