Learn how to prepare the information that you'll need when submitting a case. Gathering this information in advance will help the Support team resolve your issue as quickly as possible.
Submitting and managing cases is now handled in our Support portal. You can either submit a case yourself or you can ask your portal administrator to submit one on your behalf.
Whichever route your choose, we recommend that you gather key details about your issue before you begin the case submission process.
The more information you send us or your portal admin upfront, the faster our analysts can investigate and resolve your issue.
If you know there are other users who should be notified as the case progresses, make sure to include their names and email addresses in the case submission form or send them to your portal admin.
Case category definitions
| Case category | Definition |
| Access | Get help with logging in, managing your password, and understanding access in tenant level roles. |
| Anaplan Applications (pre-built) | Get help with purpose-built applications on the Anaplan platform. These applications are fully developed and maintained by Anaplan or our partners. |
| Anaplan Data Orchestrator | Get help with Anaplan Data Orchestrator, including setting up connections, managing data, and understanding roles and permissions. |
| Anaplan User Experience (UX) | Get help with Anaplan UX features, covering apps, pages, mobile, Workflow, and related features. |
| Extensions | Get help with extensions, including Anaplan XL Reporting, AM365, Excel and PowerPoint Add-ins, and Google Sheets Add-on, and other related features. |
| Financial Consolidation and Disclosure Management | Get help with Financial Consolidation and Disclosure Management capabilities, as well as Anaplan XL Reporting. |
| Integrations | Get help with integration capabilities, covering CloudWorks™, APIs, Anaplan Connect, and integrations with Informatica and other third-party services. |
| Intelligence | Get help with Anaplan Intelligence capabilities, covering Anaplan CoPlanner, Optimizer, PlanIQ, Predictive Insights, and other related features. |
| Modeling | Get help with your models, including resolving stuck models, Application Lifecycle Management (ALM), performance, calculations, settings, and other key topics such as Polaris and error handling. |
| Security and tenant administration | Get help with administration and user management, audit and compliance, Bring Your Own Key (BYOK), model copies, and tenant-level changes and configurations. |
| Other | Get help with our online resources, including our websites, the Support portal, Status page, and accessibility features. |
Required information for all categories
Before submitting a case, please take a minute to determine:
- The urgency of your issue (for example, "critical", an issue that's preventing all work)
- The number of users affected and their email addresses, if you have them
- Approximate dates and times that the error 1) first happened and 2) most recently occurred (with time zone)
- A description of what were you doing or trying to do when the issue occurred, along with any steps you might have taken to reproduce the issue
- Screenshots — for example, of an error message — or a video showing the issue (if available)
Category-specific information
Use this table to determine additional key information you should include when you submit a case.
| Category | Login URL | Tenant details (Name and GUID) | Model GUID(s) and name(s) | Workspace GUID(s) and name(s) | Other requirements |
| Access | Required | Required | N/A | N/A | Model URL or workspace and model name User GUID |
| Anaplan Applications | Required | Required | Required | N/A | Application GUID and name |
| Anaplan Data Orchestrator | N/A | Required | Required | N/A | N/A |
| Anaplan User Experience (UX) | Required | Required | N/A | N/A | App GUID and name Model copy permission |
| Extensions | N/A | N/A | Required | N/A | Model copy permission |
| Financial Consolidation | N/A | Required (name) | N/A | N/A | N/A |
| Integrations | Required | N/A | Required | Required | N/A |
| Intelligence | N/A | N/A | Required | Required | N/A |
| Modeling | N/A | N/A | Required | N/A | N/A |
| Security/Tenant Admin | Required | Required | Required | Required | N/A |
| Other | N/A | Required | N/A | N/A | N/A |
Additional information for key categories
Integrations
- The integration account, tool, and version you're using
- Error dump file (if available)
- The action or process ID, along with any included actions (export/import, etc.)
- If you're able to run this manually within Anaplan
Application Lifecycle Management (ALM)
- Date/time of last good sync
- Revision tag list from production model (with screenshot, if available)
- Number of changes attempting to sync
- The model URL or name of workspace and model
- Whether anyone has ever taken the production model out of deployed mode since the last good sync
