The following is a list of frequently asked questions about using the ServicePortal and creating Service Requests.
 
How do I register on the ServicePortal?
Use the following steps to register on the ServicePortal.

NOTE: After you register on the ServicePortal, you’ll have access to information and support that isn’t available to the general public.

1. Click Log In.
2. Click Register.
3. Complete the following required fields:
   • Last Name
   • First Name
   • Email
   • Grant Number
   • Preferred Language
4. Click Next.
5. Complete the remaining fields and click Submit.
6. Click I Agree for the Usage Terms. The system validates your entries and service entitlement against the grant number you submitted. If you make a mistake, you can correct the information. After the validation is complete, you can submit and manage your Service Requests.

What are the ServicePortal password requirements?
A password must be at least eight characters and include at least three of the following:

• One uppercase character (A-Z)
• One lowercase character (a-z)
• One number (0–9)
• One non-alphanumeric special character (for example: !, $, #) or Unicode character

Can I register without a grant number?
No. A grant number is needed to register on the ServicePortal.


How do I find my grant number?
If you are registering and don’t know your grant number, contact Customer Service for assistance.


How do I download updates?
 After you log in, click Downloads, Product Updates.


Where is the "Security Threats" link?
Security Threats is now Threat Center​, which is located under Threats.


What are the prerequisites for submitting a Service Request?
To submit a Service Request, you must be a McAfee Enterprise customer with a service entitlement. You must also be registered on the ServicePortal using a valid grant number.


How do I create a Service Request? 
If you can't find a resolution to your problem using the ServicePortal, you can create a Service Request. Before you create a Service Request, verify the following:

• You’re registered and logged into the ServicePortal with a valid user ID and password.
• You have a Technical Support grant number.
• The location of your software.
• You can provide a detailed description of the problem or error.

Complete the following steps:

1. Click Create New Service Request.
2. Complete the required fields. If a required field isn’t applicable, type N/A.
3. Provide the following under Basic information:
   • What type of issue is this?
   • How much of the organization is affected?
   • What is the impact to your business?
4. Select the product from the Product list.
5. Complete the following fields in the Product Information section:
   • Product Version (if required)
   • Managed Method (if required)
   • Problem Summary
   • Problem Description
   • Select the Contact Phone Number
   • Select the Contact Email Address
   • Select the option that best represents your current working hours (if required)
6. Select Submit.
   NOTE: When you click Submit, your Service Request is created in the background. After the Service Request is created, you’ll be presented with a summary page that contains the Service Request number.
   
   During the Create Service Request process, Knowledge Base articles will display. To view an article, click the article link:
    
   1. If you find a solution that resolves your issue, click Cancel to stop the process for creating a Service Request.
   2. If the solutions don’t help you, click Submit to send the Service Request to Technical Support. If a technician can resolve your Service Request, they will update the request with possible solutions.

How do I view my Service Requests?
After you log in, click # Open Service Requests, or click Check my Open Service Requests to view all requests. 


How do I view updates to my open Service Requests?
If a technician updates your Service Request with possible solutions, you can review the update on the ServicePortal.

1. Select View My Service Requests.
2. Select the Service Request you would like to review.
3. Review the notes and comments made by the technician.
4. Check for attachments that provide information about your Service Request.
5. Follow any instructions or suggestions. If the solution resolves your issue, close the Service Request. 

How do I check all Service Requests for my company?

1. Select Service Requests.
2. In the Show drop-down list, select All Service Requests.

How do I add attachments to a Service Request?
To attach a file to your Service Request:

1. Click View My Service Requests.
2. Select the Service Request for which you want to add an attachment.
3. Scroll down until you see the Diagnostic Attachments section.
4. Either drag and drop the file into the Choose a file less than 30 GB area, or click Select One and add the file.
5. Enter any comments in the Comments field.
6. Click Upload and Attach File.
   NOTE: You can add attachments until the Service Request is closed. You can't modify attachments.

How do I reply to email sent from my technician via ServicePortal?
When you reply to an email sent from your technician via ServicePortal, there’s a character limit of 150 characters. If you have additional information that can't be conveyed in 150 characters, update the Service Request online. To update a Service Request online, see "How do I update a Service Request" below.

NOTE: Don’t send attachments to the ServicePortal email address. They will be discarded and will not be attached to the Service Request. To add an attachment to a Service Request, see "How do I add attachments to a Service Request?".


How do I update a Service Request?
To update your Service Request:

1. Select View My Service Requests.
2. Select the Service Request you need to update.
3. Select Update Service Request.
4. Enter a description in the Description field.
5. Enter any comments in the Comments field.
6. Click Save.

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