How to create a new case in MySymantec (formerly MySupport)

Article:TECH58873  |  Created: 2009-01-26  |  Updated: 2014-06-17  |  Article URL
Article Type
Technical Solution


How to create a new case in MySymantec (formerly MySupport)


MySymantec Support Portal is a Web-based utility that allows technical support requestors to create new cases, as well as view and comment on their cases.


MySymantec provides the following advantages:

• You will be able to create a new case, avoiding the initial phone call to create the case.
• It allows you to see what action is being taken on your cases at any time.
• You can read what support engineers have logged for your cases as well as review resolutions for your prior cases back to November 2012.
• You can comment on your case and attach information directly and avoid having to call or locate the most recent email.

The overall result is that you have a convenient, readily available way to interact with Symantec Technical Support.


This document shows the steps for creating cases in MySymantec:


1. Visit the page at and Log into your SymAccount.




2. From the Support tab, click Create Case to open a new case.



Note: If you have not yet had support portal access enabled, you may see a one-time registration / submission case submission form rather than the screen illustrated below.


3. Select Technical and then start typing in the product name field; product selections will auto populate as you type. Select your product.


Note: Type the product name and not abbreviations. For instance, “Backup Exec” instead of “BE for Windows”. 


4. Select all details of the product on which the case is based, a brief description of the problem, and click Continue
Note: The “Brief description” should not be more than 1 sentence of text and contain no line breaks.



5. Review troubleshooting options that may resolve your issue. After reviewing the options, choose either "I’ve found an answer!" or "I still need help!"



6. If you are able to see active entitlements on your account name please select the appropriate entitlement and click Next.
 If not listed, check the box “My account is not listed or the account information is incorrect.” and click Next after entering additional details.


7. Choose Severity, Alternate Contact details, and a Detailed Description. Then click Submit or Submit and Add attachment.


NOTE:  Severity 1 cases cannot be opened online.  Please call Enterprise Technical Support to open any severity 1 (production system down) cases.
8. The screenshot below shows a successfully submitted case with a listed Case Number.



9. From the case detail page you have many options to manage your case.


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