FAQs for Cases and Tracks

You can manage your cases using the customer portal and your tracks using the Tracks application.

A new user must create a SAS Profile to access all the functionality. Your SAS Profile enables you to review cases and tracks that are associated with the email address that you supply for your profile. 

If you already have a SAS Profile, then you can log on to the portal or Tracks application by providing the email address and password that you supplied in your profile.

Create your SAS Profile using the link provided here. Enter your email address, a password, and some personal information. You will receive an auto-reply email that asks you to click a link to verify that the email address you provided is the one you that you want to use to log in to the application. You must click the link provided to establish your profile.

For assistance, send an email to SASProfileHelp@sas.com.

You can review any case that you created using the customer portal that contains a valid site number. 

The tracks application allows you to review only tracks that you created from the last seven years. Tracks created before this date cannot be reviewed. Tracks must also contain a valid site number.

You can see only cases and tracks in which the email address matches the email address that you provided in your SAS Profile. Consequently, you cannot view cases and tracks for other users at your site unless you are the designated SAS Site Representative/SAS Installation Representative or your SAS Site Representative has delegated this authority to your profile.

You are able to review any email that you sent to SAS Technical Support and any email that SAS Technical Support sent to you, including attachments. If you have neither sent nor received email for a case, you can see the Short Description, Priority, State, Assigned to Contact, Attachments, Account information, Account Contact, and date/time created and updated.

If you have neither sent nor received email for a track, then you will be able to review only the header, the current status of the track, and a message informs you that no electronically communicated content is available for display.

If others at your site send email updates to your track, it is important that they copy you on those emails if you want to be able to view them in this application. Only emails that are either sent by you or that include you will be displayed by the application.

Here are the possible values for case state in the customer portal:

• New indicates that a case has just been opened but that a SAS agent has not been assigned yet.
• Open indicates that a case is actively being worked on by a SAS agent.
• Awaiting Info indicates that a case needs customer input.
• Resolved indicates that a SAS agent has proposed a solution or workaround for the case. Customers can accept or reject the resolution. If they reject it, the case goes to an Open state.
• Closed indicates that the customer accepted the solution that was proposed by the SAS agent.

There are four possible values for status in the Tracks application:

• SAS researching indicates that we are working on the track.
• Pending customer response indicates that we are waiting on additional information to be able to make progress on the track.
• SAS answered indicates that an answer has been provided but the track is still available for update.
• Closed indicates that the track is considered solved and cannot be updated. If you attempt to update a closed track, a new track is subsequently opened.
   

In some scenarios, we are researching an aspect of the track while also anticipating a response from you. In this situation, you might see a combined status of SAS researching and Pending customer response.

Cases

To update a case, log on to the portal and click My Open Cases. Click the Case Number that you want to update. From the case view, you can review case communications, add communications, add attachments, or select relevant actions from the Actions drop-down list. You can also update the case by replying to any case email that you received.

In the portal, you can also easily access the cases that are awaiting an action from you by clicking the Action Needed link under My Lists.

Tracks

Click Update this track to provide additional information on this track. Note that you should use the same email address that you used to open the track.

You can also update any of your tracks by sending an email to support@sas.com. However, in order for your update to be associated with an existing track, you must ensure that the Subject of your email is the tracking number (for example, 7610247205).

Once a case or a track is closed, you can no longer add information.

Cases are updated almost instantaneously. Tracks are updated approximately every 15 minutes.

If your case update does not appear after a few minutes, the update failed and you should resubmit it. Because tracks update every hour, it is possible that the track has not yet updated.

Verify that the email address used to update the track is identical to the email address that was used to open the track. If another user at your site updated your track by sending email, that email will be received by your SAS Technical Support consultant, but you will not be able to review that page with this application.

Yes. There are two approaches:

Single Profile - To view requests that were opened with an email address that doesn't match the email address in your profile, request supplemental access authority. This request is handled by the SAS Installation Representative who is assigned to the site number that was used to open the requests. Contact your SAS Installation Representative directly.

Multiple Profiles - You can create a profile for each email address that you have used to open requests. If you use a different email address to update a request, updates will be added and your Technical Support agent will see them. However, you will not be able to view those pages.

If you receive the above message and think it is in error, email SAS Technical Support at support@sas.com.

No

Cases started in August 2023. They will be kept for x years.

Only tracks opened from the last seven years are included in this tracking system.

This field is provided for you to enter personal notes regarding a track.

You can use this field to add reminders or other comments. You might find this field helpful for sorting your tracks into separate projects or for filtering other tracks from the list.

No. This field is visible only to you, your SAS Site Representative, or by anyone to whom your SAS Site Representative delegates this capability. To communicate with the consultant responsible for your track, click Update this track in the track listing.

This button saves any text that you have entered in the Track Info column. The button also hides any tracks that you have selected in the Hide column.