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A Support Case is a record created in submitting technical questions or issues to BEA Support. Customers with a support contract can open a support case on BEA's eSupport website and over the phone.
Now you can also open a support case with BEA Guardian. When you conduct an evaluation that detects a signature, you can submit a support case directly from the Evaluation Summary. Guardian automatically creates the case with all the signature specific information needed for a BEA support engineer to begin working on it right away. You can also add any additional attachments and notes before sending it to BEA.
If you choose not to open a support case, you can instead save the case information as a Case Creation Archive. Case Creation Archives are stored as files with the extension, .car, in the data/<domain node>/Case Creation Archives folder of the Guardian Workspace location you specified when you started Guardian.
To learn more about BEA Support and support cases, please go to the eSupport website and download the BEA Customer Support Guidebook.
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