A new model for support tickets
Support ticket categories and types
Report an Incident or an Issue
Request a Support Service
Ask general support questions
Complete the support ticket form
Support ticket confirmation
Severity
Need further assistance?
Related videos
Main document
A new model for support tickets
Pegasystems now offers a better way to create and manage support tickets. The goal is to resolve Incidents, address Issues, and fulfill Support Service requests more efficiently by providing the right expertise for the situation that you report.
Requesting Pega support is now an intuitive, simplified experience. Using the wizard-like Create a support ticket form, you are guided in selecting the type of situation your enterprise is experiencing and in describing it using a template. Embedded assistance (tool tips) helps you complete the form.
Support ticket categories and types
There are three categories of support tickets:
- Incident: An unexpected error or event that affects your business, requiring restoration of services in the shortest possible time to reduce loss of business to you
- Issue: A problem with Pega functionality that is unexpected or not documented, resulting in a request for a solution or information regarding the problem that you describe
- Support Service: Any other need that is not an Incident or an Issue that requires support assistance, like requesting hotfixes or cloud changes
For a given category, there are a number of support ticket types. When creating a support ticket, choose the ticket type that best matches your need. Each choice is a clickable button that displays a tool tip to assist you in your selection.
Report an Incident or an Issue
| Incident and Issue Ticket Types | Description |
|---|---|
| Development / Testing Issue | An issue or defect in Pega Software encountered during application development or following an upgrade |
| Deployment / Install Issue | An issue or defect with Pega software encountered during (not after) installation or deploying of the software in Development/Testing/Staging environments during (not after) upgrades/updates/migrations |
| Security / Performance issue | An operational issue with your application that is caused by Pega software, such as a potential security vulnerability, a performance degradation, and similar situations |
| Full system outage | An Incident causing complete system outage for any environment (Development, Testing, Staging, or Production) |
| Production impact | An Incident causing disruption to business as usual, preventing application users from performing their tasks or preventing processes and services from running in the Production environment |
| Potential Security Incident | A security event that results in the identification of a possible compromise or possible attempted compromise of confidentiality, integrity, or availability of information, system, or network asset |
Request a Support Service
| Support Service Ticket Types | Description |
|---|---|
| Existing hotfix | Request an existing, published hotfix for supported versions of the Pega platform or software |
| Cloud assistance |
Request information for your Pega Cloud environment, for example, current storage usage, IP address details, or third-party support inquiries Your ticket will have the SR- prefix. |
| Cloud change |
Request changes to your Pega Cloud environment, for example, server restarts, database changes, patching and software updates Your ticket will have the CC- prefix. For more information See Change Management process and Pega Cloud Task List |
Ask general support questions
For general support questions that are neither Incidents, Issues, nor Support Service requests, you can click the link to the Support Center, where you can look for Support Documents and answered Questions or post your own Question. See Support self-service offerings.
Complete the support ticket form
In the My Support Portal (MSP) Home page, click Create a ticket.
The Create a new support ticket form displays the list of support ticket types described in Support ticket categories and types.
Click the button for the support ticket type you require to display the form for that ticket type.
Complete the fields of the form and click to move through each section of the form.
For example, when completing the form for Development / Testing Issue, you move through form sections called Ticket Details > Environment Details > Contact Details.
Use the tool tips that are provided to guide your information.
The fields of the support ticket form differ depending on the type of ticket that you selected.
Mandatory fields are marked with an asterisk (*).
Drop-down selection lists display valid values for the type of support ticket that you chose.
Some fields have values auto-populated by the system for the type of support ticket that you chose.
For text box fields, make sure that your descriptions are as complete and concise as possible.
Click to submit the support ticket.
Support ticket confirmation
After you submit the support ticket, you see a confirmation message that identifies your ticket ID and displays a button. The message states that your ticket is being routed to the right support resource, who will contact you shortly.
Click to see your support ticket in My Support Portal.
In My Support Portal, you see two pulse posts on your support ticket:
- The first is an Acknowledgement detailing the date and time that the ticket was created.
- The second is the Initial response, advising you that ticket triage has started.
You also receive a Notification email, if you have set your Notification Preferences to enable this option.
Severity
You no longer explicitly select a Severity level. Severity is calculated for you by the system based on the qualifiers of the support ticket:
- Business Impact
- Environment Type
- Currently an active incident
Incident Severity levels can be calculated as Sev1, Sev2, or Sev3. See Client Support handbook, Severity levels and Response Times for further details.
Issue Severity levels can be calculated as Sev2, Sev3, or Sev4. These are used to assist with prioritization of your issue.
Need further assistance?
If you still need further assistance see: My Support Portal Frequently Asked Questions (FAQs).
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