How to create a case on Now SupportSummaryBelow are the details on how to create a case on the Now Support portal. Table of Contents How to Access Case Creation?Create a Case Case Basics - Page 1Case Details - Page 2Case Recommendations - Page 3Case Summary & Classification - Page 4 Case Creation Completion How to Access Case Creation Sign in to the Now Support portal to create a case. Click on the “Get Support” page in the top right to access the latest version of the Help Center.Scroll to the bottom of the “Get Support” page to create a case.Click on "Create a case". Click here for a direct link to create a case. Create a Case Enter Case Basics - Page 1 1. Select the Case type that best represents your issue. 2. Enter a short description to describe your issue in the Subject section. Notice: This data is used to help classify your case. Please be aware that the data you submit will be used to create AI-generated proposed solutions - please do not submit sensitive or confidential information. 3. Select any Instance(s) impacted in the drop-down list. Note: To delete your selection, use the X on individual instance boxes or click Reset to remove all instances. 4. Is the issue business critical? If yes, please select. Enter Case Details - Page 2 1. Description: Provide a detailed description of the issue, including as much relevant information as possible. Avoid including sensitive or confidential data. This helps improve case classifications. 2. Steps to Reproduce: Describe the user role or persona involved and outline the specific actions or steps that led to the issue. The more detailed, the faster we can reproduce and resolve the issue. 3. Watchlist for Case: Provide any specific watchlist or relevant information related to the case. 4. Attachments: Attach any files that could assist in diagnosing and resolving the issue, such as screenshots, error logs, or documents. Review Case Recommendations - Page 3 1. Review the recommended resources that may address your issue immediately. 2. If you find the recommendation helpful, select Yes, if not, select No so we can continue to improve our search function and assist you better. 3. If your issue has not been solved from the suggested recommendations, select Continue. Top results from our AI search, with an option to see more recommendations if desired. Review Case Summary & Classification - Page 4 1. The system may predict the Product/Service Classification value based on your subject and description — select the closest match available. Confirm Your Details Provide the following information to help us assist you more effectively: Your preferred phone number for contact regarding this specific case.The best time to reach you, including your time zone. 3. Check Yes or No if this case is a business critical issue. The default case priority is determined based on the case type, instance type, and business criticality. Completion of Your Issue Confirmation with Continuing Ability to Edit Reset and Choose New Instances: If you need to select different instances, click Reset and choose the appropriate instances.Add More Details: You can provide additional information on how you navigated to this issue. This can help us understand the situation better.Add Individuals to Your Watchlist: If necessary, you can add individuals to your watchlist for this case.Attach Files for Case Diagnosis: You can attach relevant files that may assist with diagnosing the issue.Confirm and Submit: Once all the details are reviewed and updated, click Confirm and Submit to finalize your case submission. Case Creation Completion Case Number and Icon: Links directly to open the newly created case.Feedback for This Workflow and Design: Provide feedback on the workflow and design.Mobile Download: QR codes to scan and download the Now Support mobile app via the App Store or Google Play.Done Button: Select the Done button to close the "Create a Case" flyout, or click the X at the top right corner.