My Account Portal - Role Management FAQ

You must be logged in as the License Administrator to manage Case Administrators for your company's support contracts. Once logged in to the Veeam My Account Portal as the License Administrator,  you can access the "Case administrators" section.

Note: The Case administrators section will only be visible when logged in as the License Administrator.

Case Administrator Creation

1. Open the Case administrators page.
2. Click the CREATE CASE ADMINISTRATOR button.

3. Specify the Business email of the person you wish to add as a Case Administrator.
   • The Name and Company will be prefilled if the email provided is associated with an existing portal account.
   • If there is no portal account related to the provided email, you must provide a name and company name.
   Note: The Case Administrator role cannot be assigned to the email of the License Administrator, as documented in KB4411,  attempting to do so will result in the error "Unfortunately this action can't be completed because of data mismatch."
4. After verifying the information, click Next.

5. Select the Support contracts which will be assigned to the new Case Administrator.
   
6. Click Save to complete the case administrator creation.

There are two options:

• Unassign the Case Administrator from a specific Support Contract
• Remove the Case Administrator entirely

To unassign a Case Administrator from a specific Support ID:

1. Go to the Case administrators page.
2. In the "License view," click the X next to the Case Administrator's entry under the specific Support ID#.