Can not create a case from Threat Analysis Section or from detections section

Hi Gladys,

I have exactly the same question. How is the "Assignee" list populated when creating a case? 
I dont see the answer yet in this forum thread.

We have assigned several users the "Admin" role but they dont appear in the Assignee list.
Is there a separate well hidden config panel to populate the assignee's list or is this part of a role assigment (not part of standard admin as far is we can see)?

You mention that there is a distinction between XDR cases & MDR cases. This tenant only has XDR and within the Threat Analysis center there is only "Cases" so no visible distinction between XDR and MDR cases. Could you elaborate on this?

Hi LeonJansen ,

On the Threat Analysis Center > Cases page, do you see the "Case Origin" column?

May I also know if you are logged in as a Partner or logged in to the specific customer dashboard? Does the tenant have any admins configured locally? If you can also enable remote assistance on your Sophos Central, you can send me the UUID via private message.

Hi LeonJansen ,

On the Threat Analysis Center > Cases page, do you see the "Case Origin" column?

May I also know if you are logged in as a Partner or logged in to the specific customer dashboard? Does the tenant have any admins configured locally? If you can also enable remote assistance on your Sophos Central, you can send me the UUID via private message.

Hi Any solution on this?  We still can not create a case for any of our clients.  The issue is not just one client, it is all of them.  We log in through the partner dashboard and we have super admin privileges.  Please see the attached image.

When you launch the customer site from the Partner Portal, your logged-in user is temporarily given Super Admin access on the sub-estate for the duration of your session. 
Once you exit the sub-estate/customer site, your Super Admin account does not remain on the sub-estate. 

I'd suggest creating an Admin account directly on the desired customer site using an email alias or group mailbox if needed. 

I do see a current feature request to allow the accessing Partner account to be assigned these cases. If you would like me to add your vote to this feature request, please let me know 

Yes please add me.  Creating a login for each customer is not feasible since that requires us to manage multiple accounts which creates security risk.  This feature should have already been added.