Manage Cases

You can use the Cases page in the IRIS Community to create new cases, and view and manage your existing cases.

To make sure that your cases are handled as quickly as possible by the right team, it's important that you select the appropriate Asset (Product), Case Type and Priority.

Case Types

  • Incident: a disruption to expected service

  • Service Request: a request for information or advice

  • Hardware: a request relating to hardware purchased through IRIS

  • Technical Service Request (TSR): a request for a specialist technical team, typically relating to setup changes on a server (IRIS Cascade customers only)

Priorities

  • P1 : System unusable, critical impact on business operations (cases must be raised via phone or chat)

  • P2 : Serious issue preventing key operations; time sensitive issue

  • P3: Key operations are impaired, no known workaround

  • P4 : Operations are impaired but can be worked around

  • P5 : Cosmetic issue. Cases requiring your attention