When to Classify the Product Category as Other While Opening an Okta Case

Administrators occasionally need to open an Okta support case without knowing the exact product category. Selecting the Other product category routes the case to the Support Admin team for proper triage and handling of general inquiries, feature flag requests, and administrative resets.

• Okta Identity Engine (OIE)
• Okta Classic Engine
• Case Creation

When is the Other product category used for Okta support cases?

Review the following scenarios that require selecting the Other product category to engage the Support Admin team at Okta Support.

• The specific product category for the issue is unknown. Okta Support triages the case to the correct product or team.
  • NOTE: This routing process may lead to longer wait times.
• Feature flag enablement or disablement requests. Open separate cases for sandbox and production enablement requests.
• Password resets for super administrators. Okta Support performs this action only if no other active super administrators exist on the organization.
• Multi-Factor Authentication (MFA) resets for super administrators. Okta Support performs this action only if no other active super administrators exist on the organization.
• SendGrid check or validity for bounced emails.
• Subdomain name changes.
• Organization reactivation for free trials or prospects.
• New organization creation or deactivation of an existing organization.
• Assistance with the Help and Support Portal or opening a case.
• Rescheduling or canceling an Okta Identity Engine (OIE) upgrade. For information on OIE upgrades and initial scheduling, contact the Account Executive or Customer Success Manager.
• General inquiries.
• Account information.