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Not able to access "Work Spaces & Partitions" - I am an ADMIN with full access | Support case getting closed immediately after creation

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Marketo Employee

Not able to access "Work Spaces & Partitions" - I am an ADMIN with full access | Support case getting closed immediately after creation

Hello support team,

I am creating a support ticket for an issue I am facing but it is automatically showing up under closed cases. The issue I am facing is I do not have the option to create workspaces and Partitions in my instance. 

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I am the Admin for my instance and we need to create a new workspace and lead partition for one of our business units.

I have created 2 cases for the same, but as soon as I create a case and click on submit, it is automatically showing up under closed cases. Additionally it is automatically changing the Priority level for the case. Below are the snapshot of the cases I created. Shouldn't the cases be showing under open cases till they are resolved, or even addressed?

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I do not have access to the support space, hence posting this here. Wold appreciate if some on from the support team could check on this

Best Always,

Karan Hari

Marketo Support Knowledgebase

India Virtual User Group

Support

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Level 6 - Champion

Re: Not able to access "Work Spaces & Partitions" - I am an ADMIN with full access | Support case getting closed immediately after creation

Hey Karan,

I'm not sure if every Marketo instance has access, I think it's only included if your subscription includes Partitions/Workspaces.  When we went to add new workspaces and partitions, I feel like I remember talking to my support people and them asking if we already had it in our subscription or not. Maybe that's the issue?

Just a thought,

Chris

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Level 6 - Champion

Re: Not able to access "Work Spaces & Partitions" - I am an ADMIN with full access | Support case getting closed immediately after creation

Hey Karan,

I'm not sure if every Marketo instance has access, I think it's only included if your subscription includes Partitions/Workspaces.  When we went to add new workspaces and partitions, I feel like I remember talking to my support people and them asking if we already had it in our subscription or not. Maybe that's the issue?

Just a thought,

Chris

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Marketo Employee

Re: Not able to access "Work Spaces & Partitions" - I am an ADMIN with full access | Support case getting closed immediately after creation

Hey Chris,

The funny part is we already do have work-spaces and partitions created in our instance (Snapshot Below) and I was able to access them just until a few months ago. 

pastedImage_1.png

I will reach out to my CSM and hopefully will get an answer soon

Best Always,

Karan Hari

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Marketo Employee

Re: Not able to access "Work Spaces & Partitions" - I am an ADMIN with full access | Support case getting closed immediately after creation

Bingo - Got it resolved. Basically, Since ours is a platinum partner sandbox instance, I had to get in touch with support Via launch-point help. They told that due to some error the "Workspaces" feature got removed. They re-instated it and ever thing is working fine now

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Champion Moderator

Re: Not able to access "Work Spaces & Partitions" - I am an ADMIN with full access | Support case getting closed immediately after creation

Hi Karan Hari

Workspaces and lead partitions are not part of stnddard subscription. It's an add-on functioanlity. I would suggest to reach out to your CSM and find out if is included in your subscription.

Hope it will help.

Regards,
Amit

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Marketo Employee

Re: Not able to access "Work Spaces & Partitions" - I am an ADMIN with full access | Support case getting closed immediately after creation

Hi Amit,

Yes. Our's is not a standard subscription. Our's is a full blown sandbox with all the features. And as mentioned in the below snapshot, we currently do have workspaces and partitions created in our instance, and we were absolutely able to access it up untill a few months ago. Its strange to see only this feature disappear and all the other features being intact.

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Thanks anyways, I will reach out to my CSM to see whats wrong. 

Best Always,

Karan Hari

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Re: Not able to access "Work Spaces & Partitions" - I am an ADMIN with full access | Support case getting closed immediately after creation

Hi Karan,

Chris is right here. If you haven't paid for workspaces and partitions then you won't see that option in admin. You might also check your roles and permissions to confirm that you have edit workspaces rights checked on.

Hope that helps,

Michael

Michael Tucker
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Marketo Employee

Re: Not able to access "Work Spaces & Partitions" - I am an ADMIN with full access | Support case getting closed immediately after creation

Hey Michael,

Thanks! I got the issue resolved as mentioned in the above comments

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Best Always,

Karan Hari