Adding additional info on raising support tickets (#374)

* Adding additional info on rising support tickets

Author: madjava

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source/network/images/tac-step-1.png

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 Link with further details
 
 - [High Disk Space Usage on / root partition and How To Clear](https://knowledgebase.paloaltonetworks.com/KCSArticleDetail?id=kA10g000000ClaJCAS)
-- [AnalysisMan](https://www.analysisman.com/2020/08/pan-diskspace.html)
+
+- [AnalysisMan](https://www.analysisman.com/2020/08/pan-diskspace.html)
+
+## Support Tickets with Palo Alto
+
+### **Pre-req**
+You need to have a Palo Alto Customer Support Portal (SCP) account already setup, if not then you can create one in the [CSP](https://support.paloaltonetworks.com/Support/Index/).
+An already existing user will need to assign you to the account, reach out to the team on the #platform-operations Slack channel to get this done.
+
+You will also need Google Authenticator or similar 2FA app to login to the CSP.
+
+### **Creating a new ticket**
+Follow the steps `Support` -> `Get Help` then select what type of ticket you want to create and provide the necessary information.
+
+You can also add attachments to the ticket after creating it, so if you have a tech support file you can attach it here or any other relevant information requested.
+
+<details>
+    <summary>Step one</summary>
+    <img alt="Step one" src="../images/tac-step-1.png">
+</details>
+
+<details>
+    <summary>Step two</summary>
+    <img alt="Step two" src="../images/tac-step-2.png">
+</details>
+
+<details>
+    <summary>Step three</summary>
+    <img alt="Step three" src="../images/tac-step-3.png">
+</details>
+
+### **Things to Note**
+- There is a good chance they will ask for the tech support file, so make sure you have that ready
+  See the generating a tech support file section in the [Palo Alto Software Upgrade](./palos-upgrade.html) [Prerequisite](./palos-upgrade.html#prerequisite) guide
+- You will need to factor timezone differences when arranging a call with them, make sure you are specific about your timezone
+- They may ask for details like serial number, software version, model etc. Make sure you have that information to hand. See [Prerequisite](./palos-upgrade.html#prerequisite) for how to get that information
+- You can only see your case  history, to be notified or participate in an open case you need to be added to the case by the person who opened it by adding you to the Subscribers list
+- You can replay via the email you get in your inbox and that will get added to the case history
+- Sometimes you are raising a case for the entire infrastructure, when prompted for a serial number you can only provide one,
+  pick any one so you can progress with the ticket creation, then provide more context in the ticket itself