How do I create a case in the new Field Admin Console?

You can create a case from the Field Admin Console. New cases can be added to your list of open cases or escalated to Canvas Support.

Note: Field Admin Console features may vary based on account and user settings. Based on the permissions for your role, you may not be able to view or use the features described in this lesson.

Create New Case

In the Field Admin Console home page, click the Create New Case button.

Add Case Details

Add Case Details

Enter a subject for the case in the Subject field [1] and a description in the Description field [2].

To define the severity for the user, click the User Perceived Severity drop-down menu [3]. You can select the following options:

  • Just a casual question, comment, idea, suggestion...
  • I need some help but it's not urgent.
  • Something's broken but I can work around it to get what I need done.
  • I can't get things done until I hear back from you.
  • EXTREMELY CRITICAL EMERGENCY!!

To escalate the case to Instructure support, click the Escalate to Instructure checkbox [4].

Note: You should reserve the Extremely Critical Emergency option for issues and bugs that really are critical emergencies.

 

Add Attachment

Add Attachment

To add an attachment to the case, click the Upload File link.

Select File

Select File

To upload a file from your computer, click the Upload File button [1]. To select previous files, click the Owned by Me, Shared with Me, Recent, or Following link [2].

To add the attachment, click the Add button [3].

Submit Case

Submit Case

To submit the case, click the Submit button.

View Case

View Case

View the case summary.

To view the full case details, click the case number.