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].
Escalate Case
Click the Escalate button.
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)
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)
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
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 the confirmation for your case escalation.
