Hello everyone,
I’m trying to submit a ticket to epiccare, but the mandatory fields aren’t showing up.
So I can’t submit it. What action should I take?
Thank you in advance!
You have to pick a product line first - Kinetic, QuickShip, etc. If you don’t see any products you may need to talk to your CAM. Your entitlements are wrong or you don’t have a valid support contract.
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It’s the first field under the case details.
If there are no products in that dropdown you’ll need to contact your CAM or submit a Wayfinder request. Are you on active support? You can only submit tickets if you have an active maintenance contract.
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You can see what’s under maintenance and what’s not in EpicCare under Account Administration > Assets and Account Administration > Support Definitions.
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When you first login to Epiccare, there’s an email listed for your CAM. I would email them this screenshot and ask for assistance.
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If you recently changed your maintenance contract it may not be put into EpicCare yet. I’d reach out to your CAM via email or by Wayfinder and ask them to take a look.
Also, make sure you’re logged in with an email that’s on the company account in EpicCare. If your user isn’t associated to the account you won’t see products either.
Ultimately, your CAM would be the best person to reach out to if it’s not working.
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