AgileApps Support Wiki Pre Release

Difference between revisions of "Open a Support Incident"

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If you have a question or issue regarding the platform, File a [[Support Case]] to get answers:
If you have a question or issue regarding the platform, open a Support Incident to get answers. To submit a Support Incident, please use our [https://empower.softwareag.com/public_directory.asp directory] to find local and toll-free support numbers for your country and give us a call, or open a Support Incident online using the '''eService''' section of [http://empower.softwareag.com/ Empower]. If you are new to Empower, [https://empower.softwareag.com/register/ request an account] now.


To submit a Support Case:
{{Note|
#From any page, click the '''Support''' link
* When you click '''Contact Support''', you are taken to the [http://empower.softwareag.com/ Empower] site.
#Click the '''[Add Case]''' button
* Accounts created prior to March, 2015 also see a '''Historical Cases''' link, for old support cases.}}
#In the Basic Information section, complete the following information:
#;Subject:Enter a description of the issue
#;Contact Phone No.:A telephone number where you can be reached
#;Case Type:The type of case you would like to submit; Choose one of the options in the list
#:*Issue – If there is an error or inaccurate content
#:*Change Request – A change you would like to see in our documentation
#:*Feature Request – A change you would like to see in the user interface or functionality
#:*Question – Any question you have about the documentation or instructions in the user interface{{#if: {{ShowTrainingLink}}|, ask about training, request a demo, add users, or share your experience.}}
#In the Description section, complete the following information:
#:Enter a Description of the problem, issue, feature request, or question (based on the Case Type you selected)
#Optionally, attach a file to the record:
#:Click the '''[Choose File]''' button to open a window to your local disk drive; Navigate to the file folder and select a file to attach to the case, and enter a descriptive title for the file
#Optionally, complete the information in the Notifications section:
#:To notify other members of your team about your support case, click the Lookup [[File:lookupicon.gif]] icon to select Additional Users to Notify
#Click '''[Save]''' to submit the case
 
==Options==
After filing a support case, these actions become available:
:* '''[Add Comment]''' - Add additional comments about the case to assist the Support Team in resolving the issue
:* '''[Close Case]''' - When the issue or question is resolved, the case should be closed.

Latest revision as of 02:40, 27 February 2015

If you have a question or issue regarding the platform, open a Support Incident to get answers. To submit a Support Incident, please use our directory to find local and toll-free support numbers for your country and give us a call, or open a Support Incident online using the eService section of Empower. If you are new to Empower, request an account now.

Notepad.png

Note:

  • When you click Contact Support, you are taken to the Empower site.
  • Accounts created prior to March, 2015 also see a Historical Cases link, for old support cases.
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