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Working with Cases as a General User

Before You Begin

Make sure the following are in place before submitting a support case as a General User:

  • CxCentral access. You'll need a CxCentral account with credentials provided by your organization.
  • No access? Use email instead. If you can't get into CxCentral, you can still submit a case using the support email address your organization provides. It enters the same support system.
  • Know your role. As a General User, you can submit cases and view your own case history. Creating cases on behalf of others, editing across the organization, and managing contacts are admin functions—if you need those, contact your company admin.
  • Gather your details ahead of time. Have your title, case type, priority, product, module, and a clear description ready, along with any files that help explain the issue, so you can complete the support form in one pass. Priority can't be selected until you've chosen a Case Type, and Product/Module are both required.
  • Check your attachments. Confirm each file is within the size and format limits below before you upload.

Limits and Constraints

Keep the following limits in mind when using Cases:

  • Attachment size. Each file must be 10 MB or smaller.
  • Supported file types. Only JPG, PNG, PDF, DOC, XLS, CSV, and ZIP files can be attached.
  • Preview limitations. PDF, CSV, and DOC files can't be previewed in the attachment box—you'll need to download them to open them on your computer.
  • Recent cases on the home screen. The CxCentral home page shows only your 7 most recent cases. To see your full history, click View all Cases to open the My Cases page.
  • Your own cases only. You can view and track the cases tied to your email address. Visibility into all cases across the organization is limited to company admins.
  • Closed cases are locked. A closed case can't be edited. Reopening it requires the appropriate role, so reach out to your company admin if a closed case needs changes.

Step-by-Step Instructions

Create a Case

  1. Go to https://portal.pronetx.com.
  2. Sign in with the credentials your organization provides.
  3. Click Support in the top right corner of the screen.
  4. Enter a Case Title, select a Case Type, then choose a Priority. Priority stays disabled until you've chosen a Case Type, and each Priority option shows a short description of when to use it (for example, Urgent means no access to the platform).
  5. Select a Product and a Module to classify what the case is about — the Module options depend on the Product you pick.
  6. Add a Summary and attach files or add CC recipients as needed. A summary has a 3,000-character limit.
  7. Click Submit

A success message appears upon submission. You can navigate to the cases dashboard to view your case details.

If you open the support form while viewing a specific module (for example, ACGR or Access Management), Product and Module are pre-filled to match what you were viewing. You can still change them before submitting.

If you can't access CxCentral, you can submit a support case using the support email address your organization provides.

View Your Case

  1. Log in to CxCentral.
  2. The CxCentral home page displays the 7 most recent cases associated with your email address. To view all of your cases, click View all Cases or click Cases in the left navigation menu.
  3. On the My Cases page, view your case Status, Reference Number, Title, Priority, Case Type, Creation Date, and Last Updated Date.
  4. To view specific case details, click the case Reference Number or click the ellipses at the end of the row, and then View.

View Case Details

The case details page shows a comprehensive overview and activity for your case. You can see the case status, date opened, organization, case number, priority, reporter, description, and timeline. Additionally, you can view all comments and attachments associated with your case.

Add Attachments

  1. Click the Reference Number of a case to open the case details page.
  2. Under the case details, upload images and files in the attachments box. You can drag and drop files or click the attachments box to select files from your computer.
  3. Once attachments are added, you can preview the file in the attachment box. If a preview is not available, click the Download button to open the file on your computer.

Note: Some file types (PDF, CSV, and DOC) cannot be previewed in the attachment box but can be downloaded and opened on your computer. The maximum file size is 10 MB per file. Supported file types include JPG, PNG, PDF, DOC, XLS, CSV, and ZIP.

Add Comments

  1. Click the Reference Number of a case to open the case details page.
  2. Under case detail, scroll down to the Comments box.
  3. Enter your comment in the text box and click Submit Comment. The Comments section shows all conversation and notes for the case.

Search for a Case

  1. On the cases dashboard, use the Search by dropdown at the top of the page to filter case search results.
  2. Use the Status dropdown at the top of the page to filter by case status or click the calendar icon to search using a date range.

Bulk Edit Cases

  1. On the cases dashboard, select the cases you want to edit.
  2. Choose the status from the status dropdown for the selected cases. You can choose Open, Pending, Closed, In Progress, Waiting on Customer, or Waiting on Third Party.
  3. A pop-up confirms the status change for the selected cases. Click Confirm to apply your changes.