> ## Documentation Index
> Fetch the complete documentation index at: https://knowledge.uportal360.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Why do I have to submit a case?

### About Cases

Cases (Support Tickets) are uSupport's mechanism to track requests from clients and consumers from resolution request. When a client calls/emails into uSupport, or a consumer calls into Consumer Help Desk, we open a Case to keep a record of the request and track it through to completion. You can keep track of your open Support Tickets in the "Open Support Tickets" report in uPortal360.

### What's the benefit for a client to submit a case

The reason why we ask clients to submit a case is for effective communication between the client and UAS.
All information is stored in uPortal, and in one place for tracking and easy follow-up.

#### Major benefits include:

* Saves time
  * Convenient location within uPortal
  * Easy Follow up / Tracking
* Efficiency
  * Cases require information upfront for UAS to proceed
  * Streamlines communication between Client & UAS

### Do Client have to submit a case for indivdual issues?

Yes. Cases are the preferred method of communicating an issue.

### Case access in uPortal

If you can't submit a case, please talk with your User Manager about options

### Related Articles

[Case Overview](/support-tickets-and-contract-changes/support-cases))