Discussion
Pegasystems Inc.
US
Last activity: 2 Jun 2023 14:58 EDT
Ask the Expert - New Updates to the My Support Portal (MSP) with Naresh Coimbatore Selvarasu
Join @NareshCS in this edition of Ask the Expert on the new updates to the My Support Portal (MSP) that are launching the 22nd of May!
Read more about the upcoming changes in our Support Doc Pega Support Experience is Changing! and then join us on May 22nd - June 2nd with your questions!
Favorite and Follow For Updates!
Questions Open 22nd of May!
Meet Your Expert, Naresh:
Naresh Selvarasu is the Director of Operations, for Global Client Support and leads process and strategy for the Global Client Support organization. He hopes to enable clients to do what they do best by providing a world-class client support experience.
Message from Your Expert, Naresh:
Hello Everyone! We* are excited to interact with you on our new intake process of classifying tickets as incidents, issues, and support services. We are here to help! – to answer questions, address concerns, and listen to you. Let’s Chat!
*Joining Naresh in this session will be:
- Jill Cochran, Senior Product Manager, Support Applications
- Kim Osbourne, Senior Principal Knowledge Management Specialist
- Lochana Durgada Vijayakumar, Senior Manager, Knowledge Management
Pegasystems Inc.
US
Our Ask the Expert session is now open for your questions!
Ask the Expert Rules
- Follow the Pega Support Center's Rules of Engagement
- This is not a Live Chat - @NareshCS will reply to your questions over the course of the session
- Questions should be clearly and succinctly expressed
- Questions should be of interest to many others in the audience
- Have fun!
Updated: 22 May 2023 8:58 EDT
Bluerose Technology
IN
@MarissaRogers, Do we have any plans for a mobile app to raise, and track the Issue/Incident?
(Moderator update: @NareshCS the question is aimed at you, not the moderator)
Pegasystems Inc.
US
Hi Suresh: yes. We are exploring options to make this available to everyone. Thanks!
Health First
US
@NareshCS We are having one application(A1) which is built on traditional UI Kit and another application (A2) which we just started building on cosmos-react. When we configured the user to have both applications. From the user portal of A2, we are not seeing 'Switch Application' option. But if user default application is A1, we are able to 'Switch Application' to A2. Please suggest if some configurations need to be changed in order to support this in new constellation 8.8.2 version?
Thanks so much in advance!
Pegasystems Inc.
US
Hi @prathimak4186,
Your question doesn't pertain to our new My Support Portal, which is the topic of this Ask the Expert session.
Please post your question as a standalone question so that our Subject Matter Experts can assist you.
Thank you,
Pegasystems Inc.
IN
Let’s test your understanding of the difference between an Incident and an Issue!
When you face the following scenarios, which one would you choose – Incident or Issue?
Scenario 1: The drop-down hover highlighted color should change to the client specific color. However, in the staging environment, the color is not updated from the Skin rule.
Scenario 2: The queue process does not process cases in production.
Find the answer and more, in this Video! Introduction to Incidents, Issues and Support Services in My Support Portal (MSP)
Pegasystems Inc.
US
Question: When I go to My Support Portal, I do not see the UI control Create a ticket. Why?
Answer: You must be affiliated with a Pega Support account and have the General Support Access role. See the recently added Prerequisite in the Support Document, Creating a support ticket.
Thanks to @MarijeSchillern for suggesting and drafting this important SDoc improvement!
Updated: 25 May 2023 14:16 EDT
Pegasystems Inc.
US
Question: To help me ramp up on the new Pega Support ticketing experience in My Support Portal, how do I find all the Support Documents, including videos, about the new intake model?
Answer: Start with Support Policy and Procedures: Key References. Notice that this document is tagged as Support Policy & Procedure. Find all the other related Support Documents by filtering your Pega Support Center view of Support Documents using the search facets Content Category = General and Tags = Support Policy & Procedure.
See Finding Support Doc subtypes using search facets for permalinks, the section Support Docs > Support Policy & Procedure.
Updated: 26 May 2023 7:03 EDT
Pegasystems Inc.
IN
Do you know the difference between the different incidents, Full system outage, Production impact, and Active security breach?
Do you know which ticket you must create when you face the following scenarios?
- Web node health status incorrect in the Predictive Diagnostic Cloud (PDC) tool
- System inaccessible with Production environment down
- Unable to determine operators who imported suspicious RAP files in Production
Find the answers to all your questions related to Incidents in these videos,
Pegasystems Inc.
IN
Did you know? There are 2 types of support tickets available for users affiliated with Pega Cloud accounts on MSP,
- Cloud change – to request changes to your Pega Cloud environment
- Cloud assistance – to request information related to your Pega cloud environments
Learn more about the Cloud Change and Cloud assistance ticket types by watching these videos!
How to request a Cloud change in My Support Portal (MSP)
How to request Cloud assistance in My Support Portal (MSP)
Pegasystems Inc.
IN
Do you know the difference between the different issues, Development/Testing issue, Deployment/Install issue, and Security/Performance issue?
Do you know which ticket you must create when you face the following scenarios?
- Pentest vulnerability in Pulse
- Configuration tab does not open for Delegate rules
- Cannot connect and deploy packages to Robot Manager 8.8.1
Find the answers to all your questions related to Incidents in these videos,
Pegasystems Inc.
US
Thank you to everyone who checked out this Ask the Expert on our new Support intake experience!
And a huge thank you to @NareshCS @Lochan_DV @Bhavana_S and @MaryCarbonara for sharing supplemental information!
Check out our Ask the Expert homepage for future sessions!