Pega offers a variety of resources for support self-service. Knowing what they are and when to use them is important for your success.
First stop: The Pega Documentation site is your first stop for support self-service. Authorized content on this site has been vetted by cross-functional Pega product teams (product owners, architects, development engineers, quality engineers, support engineers). Pega Documentation should help you resolve your problems and answer your questions about using Pega products.
Second stop: If the content on the Pega Documentation site does not help you resolve your problems or answer your questions, the Pega Support Center is your second stop.
- Find Support Documents for troubleshooting and how-to information about products.
For other types of Support Documents, see Finding Support Doc subtypes using search facets for permalinks.
- Find Questions and Discussions from Pega users that match yours and get the answer.
Reply to a post to vet it or offer your scenario.
Post your own question or discussion.
Pega product and support teams responding to questions and discussions will advise you if you need to submit a support ticket to My Support Portal or My Pega Cloud.
Third stop: My Support Portal or My Pega Cloud is your third stop when the content and resources of Pega Documentation and Pega Support Center do not help you resolve your problem or answer your question.
Explore these sites and primary resources:
To use any Pega site, you must first register on the site's home page.
To register, click thebutton that is displayed at the bottom of the page.
If you have registered but are not logged in, click thebutton that is displayed at the bottom of the page.
On any Pega site, click the Get Started tab to learn what is available and how to navigate the Pega site.
Go to the Pega Support Center and navigate this site from top to bottom to take a self-guided tour of all the resources that are available there. Click whatever is afforded to you as you navigate the home page to discover the knowledge assets, people and content, that will help you make the most of your Pega products.
At the very top of the Pega Support Center home page, tour the Ask the Expert widget.menu, where you see three secondary menus ( , , ) and the
Click this link to download the latest hotfix catalog from Pegasystems Inc.
See Downloading Security hotfixes in My Pega for details.
Pega Community is your gateway to product documentation, training, components and language packs, partner programs, and client programs. From the Get Started tab, use the menus to learn what is available and how to navigate Pega Community resources.
Pega Community comprises the following subsites:
The Resolved Issues page lists the fixes for Pega defects (bugs) reported by you and other Pega clients. Resolved Issues are documented for all levels of Pega Platform™ releases: major releases, minor releases, and patch releases.
You can search for or browse the Pega Community to find the Resolved Issues page.
A Resolved Issue presents a summary of a Pega defect (bug) that you or other Pega clients have reported and the changes that have been made to address the bug, that is, the bug fix.
The Resolved Issues are the only documentation specifically and directly for client-reported issues that are confirmed as defects and fixed in a particular release. When your support ticket identifies a Pega defect, a BUG report is generated from your ticket and tracked for resolution in the Pega-internal implementation of Agile Studio. While bug triage and fix development is in process for the targeted Pega Platform release, your support ticket is closed with the Resolution note, Will be fixed in upcoming patch. You and other clients can then view the Resolved Issues to find the resolved bug, the bug fix.
As a Pega client, you can view Resolved Issues both as a searchable web site and as a downloaded PDF that contains all of the Resolved Issues for a particular release.
If the Resolved Issues for the release you need to check are still documented on Pega Documentation, see Pega Platform Patch Releases Resolved Issues Download.
If the Resolved Issues for the release you need to check are in the Pega Support Center, scroll to the bottom of the specific Resolved Issues Support Document to see and open the File Attachment for the PDF.
If you know the ID of your support ticket that reported the Pega defect, you can search the Resolved Issues on that ID.
You can also browse the resolved issues by filtering on Platform Version or Capability, or both. Browsing by these filters lets you see what is included in a Pega Platform release (a major release, a minor release, or a patch release) before updating your Pega deployment.
You can also perform keyword searches to confirm that a hotfix you received has been delivered in a later Pega Platform release.
Pega support teams also use Resolved Issues when they post Pulses in your support tickets to inform you if an issue that you are reporting has already been fixed. When this happens, the Pega support team encourages you to update to a major or minor release or to apply the latest patch release.
Keeping current with Pega is a critical resource for all users of Pega products and services. It contains all the articles that you need for updating your Pega products and services, for both on-premises environments and cloud environments.
Pegasystems strongly encourages you to stay current on the latest release of Pega products and services because important security and reliability improvements are delivered with each new release. Understand the Pega software maintenance program and the Pega Extended Support program.
Read the articles in Applying hotfixes; they contain everything you need to know about hotfixes.
Take advantage of the Pega Support Center's documentation roadmaps in the Support Document collection Installation and Update Information for Pega Products.