@Ron Ahmad Thank you for your time offline!!!
As per our discussion the subscription type is CSP and as per our official document here
CSP customers can't create support tickets themselves. They need to contact Partner for support. CSP Partners are required to receive incoming support requests from their customers, diagnose issues to the best of ability, and then resolve issues that are within scope of the baseline support boundaries.
This implies even though customer might have the required roles and permission as outlined in our official documentation to create Support Request
Same won’t apply for CSP subscription.
Hope it helps!!!
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