Here are answers to some frequently asked questions. See also My Support Portal Frequently Asked Questions.
How are my phone calls secured?
What information should I provide with my support ticket?
Working with Pega Support: Screenshares, access to environments
How do I engage with a support team?
When should I engage with a support team?
What are the criteria for reopening a support ticket?
What is a Client Advisory case?
Related content
Main document
How are my phone calls secured?
Pega continuously works to implement security controls to protect your data. As such, we have expanded controls for clients who call into our regional support contact centers.
Callers inquiring about a specific problem or requesting client-specific information will be required to go through a multi-factor verification process of two steps.
- Step 1: Identification – We check your account affiliation.
- Step 2: Authentication – We verify that the phone number you are calling from matches the number we have in our records.
Only verified My Support Portal users will be able to interact with the support team.
To avoid disappointment, ensure that both your account affiliation and personal profile information are up to date.
Support Administrators
(Also known as Support Contact Administrator or Account Administrator)
If you are an Support Administrator, review the user affiliations for your account and ensure that you have the right resources assigned. To fulfill this responsibility, you first need to understand the Support user roles. Then you need to understand how to Manage support contacts.
All other My Support Portal users
Check your profile in My Pega to ensure that you have the correct phone number listed in your Pega profile.
What information should I provide with my support ticket?
When you create a support ticket in My Support Portal, you complete a form that guides you through the process. As you complete the form, the system prompts you to provide relevant information based on the basic details of your case.
Be prepared to include the following information:
- Clearly state the business impact of the situation or request, considering the effect that it is having on application users, development teams, and project milestones.
- Provide a description of the situation, including the steps to replicate it.
- Provide relevant supporting information. Here are some examples:
- Screen shots and error snippets that illustrate the problem, preferably in a Word document with the steps to reproduce the problem.
- Verbose Runtime Log Capture.
- Log files, for example, Pega logs, application server logs, utility-specific logs.
- Relevant information from PDC, for example: PDC tenant and system name, where PDC is integrated.
- Results of performance tools like Performance Analyzer (PAL) and Performance Profiler, including PDC for assessing the consistency of system performance.
- Tracer results.
- JVM settings.
- System settings (prconfig.xml file settings or Dynamic System Settings, DSS) PegaRULES, PegaALERT, PegaCLUSTER logs from all node(s) where the error is observed.
- For on-premises clients:
- Application Server type \ version, Database type \ version.
- Garbage Collection (GC) logs, heap dumps, list of JVM parameters during memory issues.
- For Queue Processors & data flow related issues - Partition report, life cycle events, screenshots of all tabs of the data flow run id.
- Kafka diagnostics or Kafka server logs for embedded stream node related issues. PegaRULES, PegaALERT logs from any other nodes where error related to stream \ Kafka is observed.
- Cassandra logs, PegaRULES, PegaALERT logs from DDS nodes for embedded Cassandra related issues. PegaRULES, PegaALERT logs from any other nodes where error related to Cassandra is observed.
- Provide any root cause or diagnostic analysis that you have completed prior to creating the support ticket.
- Link to any relevant content from your self-service investigations. See Support self-service offerings.
Providing this information when you create your support ticket expedites investigation, root cause analysis, and resolution.
During the investigation, the support team guides you in collecting any additional information that might be needed to advance the support ticket to its resolution.
Working with Pega Support: screen shares, access to environments
Protecting your data and complying to global compliance standards is essential to Pega. During an investigation GCS may require access to your environment to further the troubleshooting process. To maintain the safety and the security of your system please follow these guidelines:
- Create a Pega Support specific access by setting appropriate access controls for Pega support. Do not use credentials of named users such as [email protected] instead use a generic credential such as [email protected].
- Do not share the credentials through Public Pulse posts. Please share passwords via telephone only. Work with your GCS engineer to verify access live, during the phone call, to avoid ambiguity.
- Limit the access for Pega Support to a specific period. The access must be revoked once it is no longer required.
- Do not share Admin access or Root access, and other such access types that gives Pega Support more control than required to investigate the issue.
- Share access to the specific applications that has the issue. GCS can always request access to more apps if required.
- Document access requests provided to Pega (with access type, reasons, and period of access provide) for audit purpose.
How do I engage with a support team?
As a Pega client, you use My Support Portal or My Pega Cloud to create support tickets related to your use of Pega on-premises products, Pega Cloud® services, or client-managed cloud enviroinments.
Before you create a support ticket, take a look at the following questions and answers. For more details, see Creating a support ticket.
What kind of support tickets can I submit?
How can I submit a ticket for a problem I'm having with Pega software?
How can I initiate a change in my Pega Cloud environment?
What kind of support tickets can I submit?
You can report an
or an , or you can request a .See this Question and its Answer in My Support Portal FAQs, the section Submitting tickets.
See also Creating a support ticket.
How can I submit a ticket for a problem I'm having with Pega software?
See this Question and its Answer in My Support Portal FAQs, the section Submitting tickets.
See also Creating a support ticket.
How can I initiate a change in my Pega Cloud environment?
See this Question and its Answer in My Support Portal FAQs, the section Submitting tickets.
See also Creating a support ticket.
When should I engage with a support team?
Pega support teams are expert in Pega products and services, their operating environments, and the third-party products upon which Pega products and services are built.
As a Pega client, you can engage with a support team under a variety of scenarios for your product issues:
- Product or service issue
- Functionality problem
- Environment or configuration issue
- Unexpected changes in performance
- Planned update or production go–live
- Other issues or events that result in significant business impact
As a Pega client, you can engage with a support team under a variety of scenarios for your Pega cloud environments:
- Incidents
- Outages
- Security and compliance needs
- Pega Cloud Service Requests and Change Requests
- Provisioning Requests
- Network Configuration Changes
For more information, see Creating a support ticket.
What are the criteria for reopening a support ticket?
See this Question and its Answer in My Support Portal FAQs, the section Submitting tickets.
This answer identifies the criteria for reopening an Incident or an Issue (INC), the most complex types of support ticket.
In some cases, it is more appropriate and effective to open a new Incident or Issue rather than reopen a previously resolved Incident or Issue. For example, to report the same Incident in a different environment or to ask a question about a previously resolved Incident, create a new support ticket for an Incident.
From within My Support Portal, you can reopen an Incident or Issue that was resolved within the past 20 days if the Incident meets one or more of the criteria defined in the following table:
Criterion | Description |
---|---|
Recurrence of problem | The problem stopped occurring before it was fully understood; however, it has since reoccurred. |
Short-term solution problem | The short-term solution provided for the problem has not completely solved the problem or has introduced a new problem. |
Hotfix problem | The hotfix provided for the problem has not completely solved the problem or has introduced a new problem. |
Explanation issue | The explanation provided for the problem does not hold true in all scenarios. |
Resource availability | The technical resource assigned by the client for their Pega account to work with the Pega support team was previously unavailable. Now that person is sufficiently available to work with the Pega support team. |
Criteria for reopening a support case
What is a Client Advisory case?
See this Question and its Answer in My Support Portal FAQs, the section Submitting tickets.
The Client Advisory (CAD) case is a new case type introduced by Pega to facilitate direct communication with you, our clients. This case type is created by Pega engineers and used to share important messages from Pega with you.
We use the CAD case to share the following types of information:
- Security messages
- Support Policy changes
- Contact Maintenance
- Other important information
Depending on the type and urgency of the Client Advisory, here is how it works and what to expect.
Email notices
Action required
No action required
Pulse availability
Email notices
When a Client Advisory is issued, an email message is sent to all My Support Portal users for your account or to specific users, based on their role, for example, Cloud Specialists, Account Administrators, and Security Contacts. All users can view the CAD case in My Support Portal, even if they did not receive an email notice about the CAD case.
Action required
The Client Advisory might require you to take some action, for example, install an urgent security hotfix. After you complete the action, you can close the CAD case yourself: On the CAD case, scroll to the Resolution types section and select one of the options displayed. Then click .
No action required
The Client Advisory might provide important information that requires no immediate action from you other than communicating the information throughout your organization. An example of this type of informational advisory is notice of a support policy change. If the Client Advisory is informational only and requires no action from you, the CAD case closes automatically after a specified time.
Pulse availability
Pulse availability in a CAD case depends on the nature of the Client Advisory.
For some CAD cases, Pulse is available for you to raise questions or discuss any issues you may have with the Pega support team.
For other CAD cases, Pulse is not available because the CAD is placed in an unmonitored queue. When Pulse is not available in a CAD case, you can ask questions and report concerns by creating a support ticket of type Issue. The Pega support team will respond to your needs in your support ticket.
Related content
My Support Portal Frequently Asked Questions
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