In order to create a case, you must first have an Ellucian Customer Account.

Note: Please contact IT if you are working with custom process or processes whose 2nd character is Z, eg FZFFEED.

Once an account is created you can visit the Customer Center, and under the Support menu, you can "Create a Support Case"

The first few fields help categorize the case and ensure it gets routed to the correct Action Line team.

Priority and Environment are used to determine the SLA or Ellucians response speed to the issue. Priority 3 is a good option for items like error messages on a Banner Form while Priority 4 is helpful for general questions about how to interact with Banner.

Environment should correspond to the highest level instance you are experiencing the issue. If you experienced the issue in both PROD and PPRD, then chose Production. Otherwise, if you have a question, "Other" is a great option. 

Short Description is basically the title of the case. The Description should provide the details and conditions to attempt to reproduce the issue along with the issue details. Both of these areas should not contain personally identifiable information. The information should be provided in only the Confidential Attache

After submitting the case, you have the opportunity to provide any PII information in the Confidential Attachments.

Viewing existing cases can be accessed via the Support menu and the last option on the left, View Cases.

While viewing cases, the default view is all your open cases but it can be adjusted to find other cases, even those belonging to others staff.

If you would like others to be notified on updates of the case, Options are available to add Subscribers.