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1- Submit a Request from here:https://support.incorta.com/hc/en-us
2-Specify the ticket request type from the below dropdown box:
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Ticket Request Type |
Description |
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Problem Ticket |
To Submit all the details of a problem |
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Cloud: Platform Admin Request |
To Submit a Task/Service request to the cloud platform |
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Enhancement Request |
To Submit a request for a new feature/option to be included in Incorta |
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Upgrade Request |
To Submit an upgrade request to a higher-release version |
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License Request |
To Submit a version license request |
- Problem Ticket
The Form will be as below:
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Your email Address |
For the requester email and emails of concerned parties as well as from the customer organization if needed |
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We have the Deployment types below: 1-Customer managed: for the on-premise environments 2-Managed service: for the environments that are being managed by Incorta 3-Incorta Cloud: for the Incorta Cloud platform environments |
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It is very important to specify the product area where you are facing the issue or the problem |
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A meaningful subject will direct the customer support engineer to a summary of the ticket problem i.e.In Product Area there is {Error No.} & {Error description} |
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In the Description of the problem the requester should provide all the information about the issue occurrence such as: The object (Dashboard name-Business Schema name-Schema name and so on…) The time of the issue's occurrence The detailed steps of the issue replication to allow the CSEs to reproduce the issue internally Here is a very useful article specifying how to create tickets like a Pro: |
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Types of tickets: Question: When a Customer has a question about a feature clarification or analytics functions Incident: Occurrence of an issue that may be related and linked to a problem Problem: An issue the customer is facing and needs help with to be resolved Task: When a customer need help on a specific Task, e.g. tenant backup, increase session time out, and so on… |
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There are four levels of severity that can be selected. Each level is assigned a corresponding Ticket Severity response time, Please check this article for more details: https://support.incorta.com/hc/en-us/articles/360000695712-Ticket-Priority-Guidelines
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The ticket requester should select the environment type: Test or Development or Sandbox or Production or UAT or POC |
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It is very important to specify the release number to enhance the guidance to the specified issue occurrence and resolution |
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To indicate if this is a preview release or a GA release |
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For attaching screenshots, short videos, and the corresponding required logs. |
- Cloud: Platform Admin Request:
The Form will be as below:
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For the requester email and emails of those concerned as well as from the customer organization if needed. |
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Types of the problem tickets: Question: When a Customer has a question about a feature clarification or analytics functions Incident: Occurrence of an issue that may be related and linked to a problem Problem: An issue the customer is facing and needs help with to be resolved Task: When a customer need help in a specific Task, e.g. tenant backup, increase session time out, and so on… |
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There are four levels of severity that can be selected. Each level is assigned a corresponding Ticket Severity response time, Please check this Article: https://support.incorta.com/hc/en-us/articles/360000695712-Ticket-Priority-Guidelines
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A meaningful subject will direct the customer support engineer to a summary of the ticket problem |
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In the Description of the request, the requester should provide all the information needed about the required request such as: The file to be located or installed The full path of the destination location The detailed steps of the request |
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We have the Deployment types below: 1-Managed service: for the environments that are being managed by Incorta 2-Incorta Cloud: for the Incorta Cloud platform environments |
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The ticket requester should select the environment type: Test or Development or Sandbox or Production or UAT or POC |
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To Hold the Full Cluster Name |
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The requester should generate the Token and provide it in this text box |
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The requester should specify the service either: Loader, Analytics or CMC |
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Add the request reason |
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Add the to-be-applied file name |
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Specifying the file location |
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1- The Configuration Name 2- The Configuration Value
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If there are any configurations changes they can be specified
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For a specific script to be run it should be selected |
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Specifying the script Parameters (if there are any) |
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Specifying If it is required to schedule the running of the script |
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For attaching screenshots, short videos, and the corresponding required logs. |
- Enhancement Request:
The Form will be as below:
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For the requester email and emails of those concerned as well as from the customer organization if needed. |
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A meaningful subject will direct the customer support engineer to a summary of the ticket problem |
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In the Description of the Enhancement Request, the requester should provide all the required information for the request such as:
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There are four levels of severity that can be selected. Each level is assigned a corresponding Ticket Severity response time. Please check this Article: https://support.incorta.com/hc/en-us/articles/360000695712-Ticket-Priority-Guidelines |
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It is very important to specify the product area where you need the Enhancement Request |
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The ticket requester should select the environment type from this drop-down list |
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It is very important to specify the release number to enhance the guidance to the specified issue occurrence and resolution |
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For attaching screenshots, short videos, and the corresponding required logs. |
- Upgrade Request:
The Form will be as below:
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For the requester email and emails of whom concerns as well form the customer organization if needed. |
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A meaningful subject will direct the customer support engineer on the from/ to versions |
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For further details, Please check this Article: https://community.incorta.com/t5/administration-knowledgebase/upgrade-process-for-incorta/ta-p/2975 |
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We have the Deployment types below: 1-Customer managed: for the on-premise environments 2-Managed service: for the environments that are being managed by Incorta 3-Incorta Cloud: for the cloud platform environments |
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For whom is responsible for the required upgrade? |
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The Customer Success manager who is responsible for this Account |
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For attaching screenshots, short videos, and the corresponding required logs. |
- License Request
The Form will be as below:
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For the requester email and emails of those concerned as well from the customer organization if needed. |
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A meaningful subject will direct the customer support engineer to the required license |
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Summary of the request for the version license needed |
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There are four levels of severity that can be selected. Each level is assigned a corresponding Ticket Severity response time. Please check this Article: https://support.incorta.com/hc/en-us/articles/360000695712-Ticket-Priority-Guidelines |
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For the Target Release which has this request |
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For attaching any additional files screenshots, and short videos. |
