How to create a new case

Ways to create a new case:

1. Login to the ITHelpCenter¹⁾ portal with the user assigned by the ITHC²⁾ administrator.
   
   
2. In the menu on the left select the option Create New Case.
   
   
3. Selection of the subject of the case Selection or search for the category most related to the case:
   
   
   1. Normal search
      In the text field enter a word or phrase that best describes the case.³⁾
      
      Example: can't print.
      
      
      
      

      Knowledge: Articles of the Knowledge base linked to selected Category, click on link to display.
      
      Click on the category detail to see the full text.

      
      
      By enabling the Exact Phrase option, it will only show results that contain the same phrase entered in the text field, it will not show matches of the same words in different order. Example: unable to print
      
      
      
      

   2. Search Category
      In the drop-down list field select category(ies):
      
      
      
      
      
      
   3. Click on the Select button of the detail category that most closely matches the case to be reported.
      
      
4. After the category is selected, the case creation form will open:
   
   
   
   
   1. Optional: Attach file(s)
      Allows to add files (error images, event logs, etc.) to the case. Click on Add button to attach file(s), once the file is added, close window and the attached files count will be updated.
      Recommended maximum file size is 10MB.
      
      
      
      
5. Once the form is completed, click on the Submit Case button, a pop-up window will appear with the assigned case number, and when the OK button is clicked, the window with the case summary will open.
   
   
   
   

1. To create a case by email, from any mail client, compose an email with the following characteristics:

2. The system will receive the email sent by the user and it will be processed as a new case, allowing the user to review the case. See: How to check a case