Managing Snowflake Support Cases

The Support page in Snowsight, the Snowflake web interface, enables users with a verified email address and sufficient permissions to create, view, and manage Snowflake Support cases.

Verifying Your Email Address

Navigation

User menu » Profile

Users must verify their email address before they can access the Support system.

  1. Enter your email address, and click the Save button. Snowflake sends a verification email to the address you provided.

  2. Click the activation link in the email.

Granting Access to the Support System to Individual Users

An administrator must grant one or more global privileges to a custom role before users that have been granted that role can access the Support system.

Note

Only organization administrators (users with the ORGADMIN role) can grant the MANAGE ORGANIZATION SUPPORT CASES privilege to roles.

Only account administrators (users with the ACCOUNTADMIN role) can grant either the MANAGE ACCOUNT SUPPORT CASES or MANAGE USER SUPPORT CASES privilege to roles.

The following table describes the available privileges and indicates the system role that has each privilege by default:

Privilege

Description

Granted to System Role

MANAGE ORGANIZATION SUPPORT CASES

Allows the role to view, comment on, and manage all Support cases for the organization.

ORGADMIN

MANAGE ACCOUNT SUPPORT CASES

Allows the role to view, comment on, and manage all Support cases for the current account.

ACCOUNTADMIN

MANAGE USER SUPPORT CASES

Allows the role to view, comment on, and manage all Support cases that were opened by the current user.

ACCOUNTADMIN

To grant one or more of the privileges to a custom role, grant each privilege to the role, execute a GRANT <privileges> statement.

For example, grant the MANAGE USER SUPPORT CASES privilege to the myrole role:

GRANT MANAGE USER SUPPORT CASES ON ACCOUNT TO ROLE myrole;
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Managing Support Cases

Navigation

User menu » Support

The first time a user accesses the Support system, they must click the Enable Support button.

Creating Support Cases

  1. Click the + Support Case button.

  2. Complete and submit the form. Provide as much useful information as possible to aid Snowflake Support in resolving your issue.

Optionally add watchers to your case. Watchers are other users in your Snowflake account who have the Support page enabled or have a registered user in the Snowflake Community, and who share an interest in the progress and outcome of a specific case. The users identified as watchers receive email notifications whenever the case is updated or comments are added. A watcher who has a role with sufficient privileges can view, comment on, and modify the case.

Important

It is your responsibility to ensure that no confidential information, export-controlled data, personal data, sensitive data, or other regulated data is entered into the form. Ensure that the information submitted is not “Customer Data” as defined in the Snowflake Terms of Service or any other agreement between you and Snowflake covering use of the Snowflake Service.

Attaching Files to Support Cases

The maximum number of attachments per support case is 30.

Each attachment must be no more than 25,000,000 bytes.

Filenames for attachments must be no more than 255 bytes (including the extension).

Attachments must use one of the following extensions:

  • csv

  • doc

  • docx

  • gif

  • htm

  • html

  • jpeg

  • jpg

  • json

  • mov

  • mp4

  • png

  • ppt

  • pptx

  • txt

  • xls

  • xlsx

  • zip

Viewing and Updating Support Cases

  1. Click the row for the case in the table of Support cases. The case details page opens.

    You can add comments to the case to answer questions or provide additional details.

Escalating Support Cases

If your case requires expedited resolution, escalate the case.

  1. Click the row for the case in the table of Support cases. The case details page opens.

  2. Click the Escalate Case button.

  3. Complete and submit the form.

Resolving Support Cases

When your business needs related to this case have been resolved, mark the case as resolved.

  1. Click the row for the case in the table of Support cases. The case details page opens.

  2. Click the Resolve Case button.

  3. Confirm that you want to resolve the case. The case is closed.

Adding Watchers

You can add users as watchers to an active case, or when you create the case. You can only add other support-enabled users as watchers. Your privileges determine the watchers available to you:

  • Users with the MANAGE ACCOUNT SUPPORT CASES and MANAGE USER SUPPORT CASES privileges are able to add all support-enabled users in an account as watchers.

  • Users with the MANAGE ORGANIZATION SUPPORT CASES privilege are able to add support-enabled users from any account in their organization as watchers. For users that require the broadest historical view of support cases, Snowflake recommends that you use the MANAGE ORGANIZATION SUPPORT CASES privilege.

To add watchers to a case:

  1. Click the row for the case in the table of Support cases. The case details page opens.

  2. On the right side of the case details page, click the Watchers button.

  3. Select the users that you want to add as watchers.

Important

In order to view watched support cases, users added as watchers must be granted a ROLE with the MANAGE ACCOUNT SUPPORT CASES privilege.

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