IBM QRadar SOAR: Sharing cases with team members

How to invite a team member to your case

Users who want share cases with co-workers can use this procedure. If a user has not got the required permission level assigned, they might not appear in the list of team members for your organization. New employees or users with basic permissions can see the section 'How to add team members.'

1. Log in to IBM My Support .
2. From the main navigation, click Cases.
   
3. Select a case number that you would like to invite one or more of your team members to.
   
4. In the right side of the case details page, click the Invite other team members icon.
5. Select the team members that you want added to the case.
   
6. Click Save.
   The team members that are invited will receive case update notifications. They can also add comments and upload files to the case. They can find your case and others they are invited to in the Cases I’m invited to views in the Cases section of the support community.
   

If you are unable to add a user or share your case as the team member is not listed, see the next section:

How to add team members

If the person that you would like to invite to your case does not appear in the list of available team members, then they may not yet be authorized to access support under your organization’s account. Or, they may be authorized in the Basic User role. Basic users only see and update the cases that they own. For security reasons, only a user that is assigned the Full User or Administrator role by your organization’s Site Technical Contact (or their delegates) can be selected to be a case team member. These roles allow them to see and update all cases submitted under your organization’s account.

Procedure
This procedure allows individual users to identify their current access level and defines how to request access from your Site Technical Contact (STC). Basic users can only see their own support cases and might require Full access to be able to contribute to cases assigned to your co-workers.

1. Sign in to the IBM Support Community .
2. In the user profile menu, select User administration.
   
3. If the user is set as a Basic User, they must request a permission update to Full with the provided link in the Status field.
   
4. If you are not assigned to your organization, you need an IBM Customer Number (ICN) and to select the Country/Region. This generates a request for your organizations Technical Site Contact who can approve users. If you are taking cases from co-workers, you should include this information in the Justification section.
   
   Example justification, "I am a new employee to organization XYZ. I require access to open IBM QRadar SOAR cases and need to share cases with co-workers and I require Full access. My internal company email for any follow-up questions is joe.smith@xyz.com"
   
   NOTE: If you don't know this information, your organization's contracting or purchasing office might be able to help you. IBM QRadar SOAR Support engineers do not have this information.

Resources

• Site Technical Contact 101 video (IBM MediaCenter)
• IBM Service Request Help: Registering for IBM Service Request