A new model for support tickets
Support ticket categories and types
Get Help With
Contact Support For
Request a
Ask general support questions
Support Buddy
Engaging with Support Buddy
Feedback
Copy to clipboard
What would you like to do next?
Get 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 get support. 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.
Your first step is to consult Support Buddy for advice. Support Buddy is tool that brings the power of Generative AI to Pega-specific content. This intelligent bot takes data from Pega.com, Pega Documentation, Pega Academy and Support Center.
Support Buddy is available to you on My Support portal Home Page. It is also available when raising an Issue ticket type.
If you're unable to resolve your query with Support Buddy you can ask for help on the Support Center or raise a support ticket.
Raising a support ticket is an intuitive, simplified experience. Using the wizard-like Get Support 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.
From the My Support Portal Home page select Get Support, and you will be presented with a series of options:
Get help with
| 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 |
The options in this section are classed as Issues. When you select any of the buttons, in the Issues section, you will be taken to a page displaying the MSP Buddy. Thus giving you the opportunity to engage with the MSP Buddy before raising an Issues ticket type.
Contact Support For
| Incident Ticket Type | Description |
|---|---|
| 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 |
The options in this section are classed as Incidents. When you select an Incident you will be taken to the support ticket creation wizard.
Request a
| 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 |
The options in this section are Services. When you select a Service, you will be taken to the support ticket creation wizard.
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.
Support Buddy
In addition to being available on the MSP Home page, Support Buddy is integrated with the ticket creation process. Thus providing you with another opportunity to consult Pega GenAITM Knowledge Buddy before raising a support ticket.
From the MSP Home page click Get Support, this opens the Get Support page. From here you can select the type of Support ticket you wish to raise as outlined in Support ticket categories and types.
- If choosing an Issue ticket type, you can utilize Support buddy.
- If choosing an Incident or support service ticket type, the Get support wizard is provided for you to raise your ticket.
To use Support Buddy, type in your question and select Ask Support Buddy. Whilst MSP Buddy is searching for the answer, a loading icon is displayed with the following message:
Thank you for your question. I'm going to need a brief moment to gather the information. Please bear with me.
Once MSP buddy has processed your question, you will be provided with a response.
Your question will be displayed at the top of the response, below that the answer will be displayed. Then the sources, which the answer is based on, will also be displayed in the Additional content section.
Engaging with Support Buddy
To assist you in engaging with the support buddy, tips are provided which help you get the best out of the support buddy experience.
The tips are as follows:
- Support Buddy brings the power of Pega GenAITM Knowledge Buddy to Pega - specific content. This intelligent bot takes data from Pega.com, Pega Documentation, Pega Academy and Support Center.
- Remember that Support Buddy works best with specific questions and instructions. You can request a specific format or language for the answer.
- If you don't get a helpful answer, try rephrasing your question.
- Do not include sensitive information or Personally Identifiable Information (PII) in your questions.
- Pegasystems continuously improves the content on which this Buddy relies to enhance answer accuracy and the user experience; to help this, Pegasystems may review the data of each transaction including the question asked, answer provided, sources provided and the user email which will be processed in accordance with our Terms of Use. By using Support Buddy, you consent to such recording. To help us improve the performance of the Buddy further, please rate the response of each question.
- By using Support Buddy, you agree to our Terms of Use.
Feedback
Where Support Buddy provides you with a response, you are able to provide feedback.
2 options are available:
- Thumbs up - To provide positive feedback
- Thumbs down - To provide negative feedback. With this option you are presented with a pop-up box entitled: Please let us know why. This gives you the opportunity to add further information about why you are unhappy with the response provided. The feedback we receive will be used to improve the support buddy in the future.
Copy to Clipboard
Support Buddy also provides you with the ability to copy and paste the responses it provides, for future reference.
Click the Copy to clipboard icon to copy the response provided by Support Buddy.
The response text is copied to the clipboard and can be pasted in MSP or elsewhere as required.
What would you like to do next?
Once you have received the responses from the MSP Buddy you are presented with the question What would you like to do next?
There are 3 button options available:
I'm all set! Take me back to the homepage
- Clicking this button returns you to the MSP home page
- If Support Buddy is unable to provide a response, this button button is not displayed
Ask for help now on the support center
- a popup message is displayed as follows:
You are now leaving My Support Portal and navigating to Support Center public forums to post your question. As a reminder, do not include any sensitive information such as logs.
- The pop up box has a Go to support center button
When you click the Go to support center button you are presented with the Support Center Ask a Question dialogue box. You can use this to immediately ask a question.
Contact Support
Clicking the Contact Support button takes you to the workflow allowing you to enter ticket details. Note the workflow presented will depend on the ticket type button selected earlier.
Get support ticket form
Once you are presented with the Get Support ticket wizard, 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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