How do I create an SIS support case in the Field Admin Console?
If you use an Instructure-managed SIS integration, you can create an SIS support case from the Field Admin Console. New SIS support cases are automatically escalated to the SIS support team. You can also escalate an existing support case to the SIS support team.
For non-SIS related issues, please submit a Canvas support case.
Notes:
- Field Admin Console features vary based on account and user settings. Based on the permissions for your role, you may not be able to view or create SIS support cases.
- SIS escalated cases are not subject to Targeted Initial Responses or Service Level Agreements. If further attention is needed on your case, please contact your Customer Success Manager (CSM).
Create New SIS Case
In the Field Admin Console home page, click the Create a SIS Support Ticket button.
For non-SIS related issues, please submit a Canvas support ticket.
Review Guides & Continue
A message displays asking to review SIS guides and error codes.
To continue creating a case, click the Continue link.
Add Case Details
Answer each of the questions in the SIS case form.
Add Attachment
To add an attachment to the case, drag and drop files or click the Upload Files button.
Select File
Select the file [1] and click the Open button [2].
Submit Case
To submit the case, click the Submit button.
View SIS Case
View your submission confirmation. To view your ticket, click the Done button.
