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Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Create a case for install base from the Customer Service homepage

Create a case about a question or issue on your install base from the Customer Service homepage.

Before you begin

Role required: sn_customerservice.customer, sn_customerservice.partner, sn_customerservice.customer_admin, or sn_customerservice.partner_admin

Install base enables you to track which instances have been provisioned for your account and the products and services that run on them.

Field	Description
Product	The sold product you have a question on or issue with.
Install Base	The install base item you have a question on or issue with.
Priority	The assigned priority:- 1 — Critical - 2 — High - 3 — Moderate - 4 — Low \(default\)
Subject	A brief description of the question, issue, or problem.
Description	A more detailed description of the customer question, issue, or problem.

**Note:** Currently, the **Save as Draft** option is not optimized for Customer Service Management portals and, it is inactive by default.

Select Submit.

The case is created, assigned a case number, and added to the user's case list. Click My Cases at the top of the customer portal to view the Cases list.