Overview

This article explains how cases can be raised using the Engage Portal.

Raise a Case

After you log into the Portal, select Raise a Case.

This will open a new page featuring a range of case types to choose from.

Select the case type relevant to your issue or query. You can see an explanation of each case type here.

New Case Form

When you submit a case, you will be asked to complete a form similar to the example below. Different case types may require slightly different information.

Some information is mandatory, such as the subject and description of the issue/query. You can also choose the urgency and impact of the case. If you don't select an urgency or impact, the case type's default urgency and impact options will be used.

After you have provided as much information as possible, press submit.

What Happens After a Case is Submitted?

After a case is submitted, an Emersion staff member will be assigned to your case. This staff member (the Case Owner) will be responsible for managing your case, and may contact you to request further information if needed.

You can track the progress of your case in the Engage Portal. Learn how to do this here.