> Source: [sk31559](https://support.checkpoint.com/results/sk/sk31559)

# sk31559 - How to open a Service Request (SR) in Beyond

| Property | Value |
|----------|-------|
| Solution ID | sk31559 |
| Date Created | 2006-03-07 |
| Last Modified | 2025-08-23 |
| Technical Level | General |
| Products | User Center |
| Versions | Not Version-Specific |

## Solution

**Note: Once a user is added to a User Center account, you may experience a synchronization delay in opening cases. This could take from 30 minutes to 24 hours.**   

1. Log into the User Center (https://login.checkpoint.com/)
2. Select Support or Support/Services
3. Select Create a Service request
4. Type a quick **Subject**line.
5. Type a detailed **Description** .
   * If you are not sure what to write, check the Tool Tip for advice.
   * Describe the issue with 20 words or more.

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1. Once you enter the **Subject** and **Detailed Description** , a built-in artificial intelligence (AI) suggests the possible articles for your issue on the right side.  

2. Click the **Discard Request** button if the suggested content helped to resolve your issue.   
   If more help is needed, click **Return to my request** .   

3. Click **Continue to Step 2** .   

4. Choose the **Asset** you are experiencing issues with.   
   Select your asset and the User Center account using one of the available search methods - **By Asset ID, By Tenant ID, Browse my Accounts.
   ![](https://sc1.checkpoint.com/sc/SolutionsStatics/sk31559/111202405061336341.png)** Click the **Select** button to select the Asset. The User Center account number will be populated automatically.  

5. Enter additional information about the asset.  
   Choose the **Version, JHF Take, and Operating** **System** from the drop down menus.  
   ![](https://sc1.checkpoint.com/sc/SolutionsStatics/sk31559/222202405061337092.png)  

6. The suggested articles will be updated based on the data you entered.  
   You can resolve simple issues immediately.   

7. **Categorize** the issue. Choose the correct values from the drop downs.   

8. Select the correct severity level (how critical this issue is) from the drop down.  

9. Add **Additional contact information** .  
   You can add the e-mail addresses or phone numbers of your coworkers.   

10. **Add Files** - share screen recordings, error messages, blogs or anything else that gives your support engineer insight into the problem.   

11. **Continue to the final step** by clicking on the button.  

12. In this step you can find the most relevant content for your issue. If you have not been able to solve the issue, click the **Submit my request** button.   
    Your SR number will allow you to track the progress of the case and communicate with the support representative efficiently.  
    Example:  
    ![](https://sc1.checkpoint.com/sc/SolutionsStatics/sk31559/333202405061337253.png)

You may also refer to this [Tour Video](https://sc1.checkpoint.com/documents/Videos/Case_Creation.mp4).

<br />

All Service Requests (SRs) are reviewed according to the [Support Plan](https://www.checkpoint.com/support-services/support-plans/) (on that page, you can find *Service Level Agreement* (SLA) documents).

Technical Support response times may, however, vary depending on the volume of incoming SRs that are being assigned to each Technical Support team.

If you have a Critical or High priority issue to be addressed, please contact one of the [Worldwide Technical Assistance Centers (TAC).](https://www.checkpoint.com/support-services/contact-support/)

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# Agent Instructions

This content is from the Check Point Support Center (https://support.checkpoint.com), the official knowledge base for Check Point cybersecurity products.

## Navigating This Knowledge Base

- **Complete index**: [llms.txt](https://support.checkpoint.com/llms.txt)
- **All SK articles**: [SecureKnowledge Sitemap](https://support.checkpoint.com/sitemaps/secureknowledge-sitemap-index.xml)
- **SK article URL pattern**: `https://support.checkpoint.com/results/sk/{skId}`
- **Markdown responses**: AI bot User-Agents automatically receive `text/markdown` content