You can manage your cases using the SAS Customer Support Center.

A new user must create a SAS Profile to access all the functionality. Your SAS Profile enables you to review cases 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 Customer Support Center by providing the email address and password that you supplied in your profile.

If you opened tracks in the past seven years, you can view them using the Tracks application.

Create your SAS Profile using the link provided here. Enter your email address and some brief personal information. You will receive an auto-reply email that asks you to click a link to create a password that activates your SAS Profile account. 

For assistance, see the SAS Profile Help page or send an email to SASProfileHelp@sas.com.

You can review your cases via the SAS Customer Support Center. 

You can view only cases with an email address matches the email address associated with your SAS Profile. Consequently, you cannot view cases 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.

Using the Tracks application, you can view tracks opened within the last seven years.

You are able to review any emails exchanged between you and SAS Technical Support, including attachments. See SAS KB0036563 for details about what you can see about your cases.

Here are the possible values for case state in the SAS Customer Support Center:

• 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.

To update a case, log on to the Customer Support Center 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. See the Case Responses section in SAS KB0036563 for more details.

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

Once a case is closed, you can no longer add information. You can still review closed cases. Note: Information is never lost when cases are closed. See Policies for All SAS Products for more information.

Cases are updated almost instantaneously. 

If your case update does not appear after a few minutes, the update failed and you should resubmit it. Make sure you followed the instructions in the Case Responses section in SAS KB0036563.

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.

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

You can view them using the Tracks application. Only tracks opened during the last years are included in this application.