Watch the videos in this series to get started with the new Pega Support ticketing process coming your way on May 22, 2023. All videos are available from the Pega Community Video Library. They are classified as Product How-To videos.
Navigating the My Support Portal home page
Introducing Incidents, Issues, and Support Service requests
Reporting Incidents
Incidents > Full System Outage
Incidents > Production Impact
Incidents > Active Security Breach
Reporting Issues
Issues > Deployment or Installation
Issues > Development or Testing
Issues > Security or Performance
Requesting Support Services
Support Service > Existing Hotfix
Support Service > Cloud Assistance
Support Service > Cloud Change
Related content
Navigating the My Support Portal home page
How to navigate the redesigned My Support Portal (MSP) home page October 26, 2023
Introducing Incidents, Issues, and Support Service requests
Introduction to Incidents, Issues and Support Services in My Support Portal (MSP)
Reporting Incidents
Watch the videos for reporting Incidents for Full System Outage, Production Impact, and Active Security Breach.
Incident > Full System Outage
How to report a Full system outage in My Support Portal (MSP)
Incident > Production Impact
How to report a Production impact in My Support Portal (MSP)
Incident > Active Security Breach
How to report an Active security breach
Reporting Issues
Watch the videos for reporting Issues for Deployment or Installation, Development or Testing, and Security or Performance.
Issue > Deployment or Installation
How to report a Deployment or Installation issue in My Support Portal (MSP)
Issue > Development or Testing
How to report a Development or Testing issue in My Support Portal (MSP)
Issue > Security or Performance
How to report a Security or Performance issue in My Support Portal (MSP)
Requesting Support Services
Watch the videos for requesting Support Services for an Existing Hotfix, Cloud Assistance, and Cloud Change.
Support Service > Existing Hotfix
How to request an Existing hotfix in My Support Portal (MSP)
Support Service > Cloud Assistance
How to request Cloud assistance in My Support Portal (MSP)
Support Service > Cloud Change
How to request a Cloud change in My Support Portal (MSP)
Related content
How to Get Support > Creating a support ticket
Support@Pega Client Handbook (available May 22, 2023)