Requesting Pega support is an intuitive, simplified experience. Using the wizard-like Report an Incident form, you are guided in selecting the type of situation you are experiencing and in describing it using a template. Embedded assistance (tooltips) helps you complete the form. You can create an incident using this process.

An Incident is defined as 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.

Reducing time to resolve your support ticket

As a Pega client, you can help reduce the time it takes to resolve your support ticket by submitting concise and complete information.

Report an Incident

There are 2 Incident ticket types available for Launchpad:

Complete the support ticket form

• Click Create a ticket on the My Support Portal (MSP) Home page.
• The Report an Incident form displays. 
• Choose the ticket type that best matches your needs from the Type of incident dropdown.
• Complete the remaining fields on the form and click Continue to move through each section of the form.
  • For example, when completing the form for a Full System Outage Incident, you move through form sections called Ticket Details > Environment Details > Contact Details.
  • Ticket Details:
    • Type of incident
    • Short Summary
    • Detailed description
    • Error Message - be sure to enter the full error message on the screen, including the Correlation ID
    • Steps to reproduce
  • Environment details:
    • Provider - Your account details
    • Subscriber - The affected Subscriber details
    • URL - The URL of your Provider Admin portal
    • Add Attachments - include any screen captures or other supporting documents.
  • Contact information
    • Contact name
    • Phone number / Alternate phone number details
    • Country
    • Time zone
    • Client contact region
    • Additional contacts / Bulk add contacts by role
  • The fields of the support ticket form differ depending on the type of ticket that you selected.
  • For example, when creating a Production Impact incident, follow similar steps. Note: one additional field will be needed: The Feature Impacted. Please set this based on the feature related to the incident.
• Use the tool tips that are provided to guide your information.
  • 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 Finish 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 View Ticket button.
  • The message states that your ticket is being routed to the right support resource, who will contact you shortly.
• Click View Ticket to see your support ticket in My Support Portal.
  • All Launchpad support tickets will be entitled Launchpad Incident at the top of the right-hand summary panel in the case view.
  • In the Details tab you'll see the Type of Incident, your Provider details, the Subscriber details and the relevant URL
• In the Pulse tab, you'll 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

The severity of your support ticket is assigned even though you did not explicitly select one. Severity is calculated for you by the system based on the qualifiers of the support ticket  e.g. the incident type selected. Launchpad Incidents will generally be assigned as a Severity 1 or Severity 2.

The support team might also downgrade your incident to a Severity 3 for further follow up, should the need arise.

Understanding Severity 1 Incidents

Severity 1 indicates that the Pega Service is down, inaccessible, or the service is unusable, resulting in a total disruption to the client. When these conditions exist, the case must be assessed and handled as a Severity 1 situation for all production environments.