Update: 04-01-2025
Issue:
You need to create a case directly with Autodesk for assistance with your Autodesk SSO integration and are having trouble doing so. Autodesk does provide readily available documentation for not only setting up your company’s integration with Autodesk SSO, but also for troubleshooting:
https://help.autodesk.com/view/SSOGUIDE/ENU/
However, there are times that you may need Autodesk’s direct assistance with your SSO integration, and this article should make creating that case a bit quicker and easier.
Causes:
Typically, the Autodesk SSO integration is intended to be a “self-service” integration, using the SSO Guide and our team at IMAGINiT to tackle most hurdles. Although that is usually sufficient for most scenarios, sometimes there is a need to create the case directly with Autodesk and the process has changed a bit since the SSO integration benefit was released to all subscription clients.
Solution:
This article has been updated to reflect changes in the process outlined previously.
To start, you’ll want to access the Autodesk Assistant (previously known as the Autodesk Virtual Assistant or AVA for short) from within your Autodesk account. If possible, it is best to have either the Primary Autodesk Account Admin or someone with the SSO Admin role in your Autodesk account to create the case, since they are the only users who can make changes to your organizations Autodesk SSO integration.
This can be done by selecting the Autodesk Assistant from either the upper right corner or the lower right-hand corner of your account page.
Once you activate the Autodesk Assistant you may see something similar to the following:
Keep in mind that to make an SSO case you need to be either Primary Admin or SSO Admin. You’ll see an example of that below.
The following link is part of the Autodesk SSO documentation: (https://help.autodesk.com/view/SSOGUIDE/ENU/?guid=SSOGUIDE_Okta_Guide_About_Single_Sign_on_SSO_Troubleshooting_howto_create_case_without_sso_html ) Autodesk does have written instructions for how to create an SSO technical support case, however it has not been updated for the new account layout, so as of this writing it is inaccurate pending any update.
Note: The steps listed in this article are subject to change without notice but are current as of the published date of this article.
If you are not able to log into your account to follow the previous steps, you can either contact IMAGINiT Support at (support@rand.com ) for assistance or you can navigate to the Autodesk Support page: https://www.autodesk.com/support
From that page use the “Ask the Assistant” button to start the support request process:
Hopefully, this article will make the process a bit less frustrating and help to expedite a resolution to your issue.
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