Raise a new case via Case Management

Summary

This article explains how to log a new case, update an existing case, and how to ensure you provide sufficient information to help the team resolve the query as quickly as possible for you and your customers.

Description

Sage Business Partners, Developers, X3 and Sage 200 Standard\for Education users (with support direct from Sage) can raise, update and view cases 24/7.

Resolution

Access Case Management

The easiest way to access Case Management is via the following quick address:

You can also access Case Management via My Sage:

  1. Visit my.sage.co.uk then click Sign in.
  2. Enter your My Sage Login Email and Password and click Log in.
  3. If prompted, select the account you want to submit a query for.
  4. Click Support queries, then click Case history.

Log a new case

  1. To submit a new query, click Support queries, then Create case.
  2. Choose your customer from the list. If the query does not relate to a customer, choose My account.
  3. Select a contact name from the Contact drop-down list and enter your own reference number in the Your reference field if necessary.
  4. Choose the Product registration from the drop-down list, e.g. Sage 200 Professional.
  5. In the Sub-product drop down menu, select the module – for example, Manufacturing.

    NOTE:

    Please ensure you select the correct classification otherwise this may cause a delay in the response time for your case.

  6. Enter the Product version number if applicable.
  7. Choose the Priority from the drop-down list. This must be set in accordance with the Business Impact below.

    NOTE:

    You cannot report Critical or High priority cases via Case Management. These must be reported by phone.

  8. Select the Business Impact Scope from the drop down menu.
  9. Enter information into the Business Impact field to let us know how this is affecting your customer. For details of how to obtain a fully quantified business impact, please refer to this guide. The priority level selected earlier may be lowered by the Support Team if a detailed business impact is not provided.
  10. Enter a Subject for the case and click Continue.
  11. Check for any relevant knowledgebase articles.
  12. If you still need to log a case, enter a full Description of the problem. Please provide as much detail as possible. This will assist us in attempting to resolve your case first time. Where necessary, please include the following details:
    • A detailed explanation of the problem, and of the troubleshooting you have carried out prior to raising the ticket. For help establishing the root cause of the issue please view this guide. Other useful articles are troubleshooting environmental issues and troubleshooting data issues.
    • Steps to replicate the issue and whether or not you can replicate the issue in the demonstration data.
    • If the customer is not using the latest version of the software, can the problem be replicated in this version?
    • Current version number (including Service Pack if necessary) of the software.
    • Operating system of the server and client PC.
    • Is the issue user specific?

    NOTE:

    If you log a case without the required level of detail explained above, your case may have its priority level downgraded or the case closed without further investigation. You must ensure you include all relevant information including screen shots and log files where necessary.

  13. Click on Add new case.

View and update existing cases

  1. Visit my.sage.co.uk then click Sign in.
  2. Enter your My Sage Login Email and Password and click Log in.
  3. If prompted, select the account you want to submit a query for.
  4. To submit a new query, click Support queries, then Open cases.
  5. Click the query you want to view or update.
  6. If required, add any further comments, in the Comments box and click Add.
  7. If required, to add an attachment, click Attachments, then Choose files, browse and double-click the file, then click Ok.

Common questions

Solution Properties

Solution ID
200427112340794
Last Modified Date
Tue Oct 13 11:44:11 UTC 2026
Attributes
Product Details
Modules: Report Writer
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