Question
Shentel Communications Company
US
Last activity: 22 Mar 2024 6:16 EDT
Users are unable to submit a Support ticket (My Pega Cloud portal)
I have users that are not able to submit a support ticket
When they click the create ticket button nothing happens.
Both are using Chrome as the browser to access the support portal.
Accepted Solution
Updated: 22 Mar 2024 6:16 EDT
Pegasystems Inc.
GB
@CarolynB6335 I have amended the title of this post to clarify that this is My Pega Cloud portal specific. You are trying to access the MSP via the functionality of the MPC URL
My Pega Cloud is a one-stop control center where you can complete restarts and log downloads, view your upcoming scheduled maintenance, and participate in your update journey.
It is *not* the portal used to create support tickets.
To clarify you are trying to use the 'Create Ticket' as described in Entering a Support Request in My Support Portal for Pega Cloud
Therefore it is the MSP, not the MPC portal that should first have been launched to allow you to 'Create Ticket'
Therefore it is important the Account Admin checks this particular user role by opening the 'Manage Users' menu.
@CarolynB6335 I have amended the title of this post to clarify that this is My Pega Cloud portal specific. You are trying to access the MSP via the functionality of the MPC URL
My Pega Cloud is a one-stop control center where you can complete restarts and log downloads, view your upcoming scheduled maintenance, and participate in your update journey.
It is *not* the portal used to create support tickets.
To clarify you are trying to use the 'Create Ticket' as described in Entering a Support Request in My Support Portal for Pega Cloud
Therefore it is the MSP, not the MPC portal that should first have been launched to allow you to 'Create Ticket'
Therefore it is important the Account Admin checks this particular user role by opening the 'Manage Users' menu.
I checked the My Pega Cloud FAQ which links to the Understanding Support user roles (MSP specific)
Can you please have your Account Administrator check that this user also has GENERAL SUPPORT ACCESS as described in Understanding Support user?
Can you view this user profile in MSP?
If you are sure this user has all the necessary grants, then please Submit Feedback as per the question under 'General' Section
Finally, for MSP specific issues use the 'Contact Us' button displayed at the bottom of the FAQ page . This will direct you to the Community Feedback form.
Here you will have the opportunity to Report an issue with My Support Portal. (make sure this is the option selected)
This action will raise an issue for the Pega Support application development team, who will respond to your query directly.
Pegasystems Inc.
GB
@CarolynB6335 Were these users able to create tickets in the past?
Can you show us where the screen ends up? Did they run a F12 network trace to see if there were browser errors after they hit 'Create Ticket'?
Did you consult the MSP FAQ page in case the issue is with their user profile definition?
Can you please have your Account Administrator check how these users are configured?
If you have technical issues with Pega Support, please use the suggestion to 'Provide feedback to MSP development team':
Shentel Communications Company
US
@MarijeSchillern This is happening under MPC and when they run F12 it is not pulling anything as the button does not work if I go in thru support I can click on create a ticket and if I go in thru MPC the button does not work for me either.
I am account admin.
Other users have Cloud Specialist and General Support roles
Accepted Solution
Updated: 22 Mar 2024 6:16 EDT
Pegasystems Inc.
GB
@CarolynB6335 I have amended the title of this post to clarify that this is My Pega Cloud portal specific. You are trying to access the MSP via the functionality of the MPC URL
My Pega Cloud is a one-stop control center where you can complete restarts and log downloads, view your upcoming scheduled maintenance, and participate in your update journey.
It is *not* the portal used to create support tickets.
To clarify you are trying to use the 'Create Ticket' as described in Entering a Support Request in My Support Portal for Pega Cloud
Therefore it is the MSP, not the MPC portal that should first have been launched to allow you to 'Create Ticket'
Therefore it is important the Account Admin checks this particular user role by opening the 'Manage Users' menu.
@CarolynB6335 I have amended the title of this post to clarify that this is My Pega Cloud portal specific. You are trying to access the MSP via the functionality of the MPC URL
My Pega Cloud is a one-stop control center where you can complete restarts and log downloads, view your upcoming scheduled maintenance, and participate in your update journey.
It is *not* the portal used to create support tickets.
To clarify you are trying to use the 'Create Ticket' as described in Entering a Support Request in My Support Portal for Pega Cloud
Therefore it is the MSP, not the MPC portal that should first have been launched to allow you to 'Create Ticket'
Therefore it is important the Account Admin checks this particular user role by opening the 'Manage Users' menu.
I checked the My Pega Cloud FAQ which links to the Understanding Support user roles (MSP specific)
Can you please have your Account Administrator check that this user also has GENERAL SUPPORT ACCESS as described in Understanding Support user?
Can you view this user profile in MSP?
If you are sure this user has all the necessary grants, then please Submit Feedback as per the question under 'General' Section
Finally, for MSP specific issues use the 'Contact Us' button displayed at the bottom of the FAQ page . This will direct you to the Community Feedback form.
Here you will have the opportunity to Report an issue with My Support Portal. (make sure this is the option selected)
This action will raise an issue for the Pega Support application development team, who will respond to your query directly.