Canvas Guides (en)Canvas GuidesCanvas Admin Guide Field Admin Console - New InterfaceHow do I escalate a case to Canvas Support in the new Field Admin Console?

How do I escalate a case to Canvas Support in the new Field Admin Console?

If necessary, you may be able to escalate a case to the Canvas support team in the New Field Admin Console.

Note: Before escalating a case, try troubleshooting the issue or searching for the answer yourself. Try using the community forums or Canvas Guides.

Open Case

Click the Cases tab [1]. Then click the case number link for the case you want to escalate [2].

View Case Actions

Click the Case Actions tab.

Escalate Case

Escalate Case

Click the Escalate button.

Enter Case Type

Enter Case Type

Select the case type in the Is this an issue with Canvas or a Custom Development Tool? drop-down menu [1].

For cases that relate to Canvas software, select the Canvas Issue option [2].

For cases that relate to custom development, select the Custom Tool Issue (ProServ) option [3].

Then click the Next button [4].

Enter Details (Canvas Issue)

Enter Details (Canvas Issue)

For Canvas issues, enter a case summary [1], links or reproduction steps [2], previous troubleshooting attempts [3], and any additional information [4].

Then click the Next button [5].

Enter Details (Custom Tool)

Enter Details (Custom Tool)

For custom tool issues, enter the name of the tool [1], a summary of the issue [2], links or reproduction steps [3], and any additional information [4].

Then click the Next button [5].

Submit Escalation

Submit Escalation

Review the details of your case [1]. To submit your case, click the Next button [2].

To cancel your case escalation, click the Cancel link [3].

View Confirmation

View Confirmation

View the confirmation for your case escalation.