Discussion

Introduction to My Support Portal: Opening a Support Request

Since there have been some updates to My Support Portal, I have gone through and updated the steps on how to open a Support Request (SR). Video to come in the future.

Step-By-Step Instructions:

  1. In the Pega Community Header, hover over Support
  2. Under Contact Pega > choose Submit a Support Request
  3. This will open up your My Support Portal.
  4. If you have multiple accounts connected to your My Support Portal, make sure you choose the correct one in the drop down on the top right using the drop-down arrow.

Now that you’re logged into your account that you want to open a Support Request in, let’s go over what you see.

First, you can choose to view Support Requests or Dashboard. By default, you are brought to Support Requests.

Under Support Requests, you have the following Filtering Options:

  • Work ID – Filter by Work ID, also known as a Support Request or an SR
  • Short description – This is the short description (or title) of your Work ID, SR, Support Request

Click the Filter icon to filter by what you have entered in the fields.

Click the Refresh icon to clear the filtering fields.

Export

Using the export feature, you can export all of the Support Request information that shows in the table below. This covers the following headers:

Work ID

Short Description

Severity

Status

Request Type

Account

Contact

Project Name

Updated

Last Note

Product

Product Version

Cloud System URL

Other System URL

How to Create a Support Request (SR)

  • Click the Blue Create Button:
  • On the New Support Request form, you have 3 Request Types:
    • Product Defect
    • Media Request
    • Existing Hotfix Request
  • The subsequent information requested in the form changes based on which Request Type and the Symptom you choose.
  • Any field that has an asterisk by it is required. Click the question mark icon if you would like more information for the noted fields.
    • Fill out all the information as best as you can.
  • Under Severity, you have 4 choices. They range from Severity 1 through Severity 4. If you feel that you have a Severity Level of 1 (your production system is down or inaccessible), please call Global Customer Support instead of entering a Support Request.
  • If you wish to include others on your Support Request, you may enter their email address (one per row) under Other Interested Parties by clicking the + icon.
  • Based on the symptom you chose at the top, you may be required to upload files under the Upload Files section. Please use the available tools for larger file types. For more information, click the question mark icon. To add additional files, you can click the + icon under the required items.
  • When you have filled everything out to the best of your knowledge, simply click the Submit button.

And that’s it! If you have any questions, please don’t hesitate to ask!

***Updated post: 26 Sept 2018

**Moderation Team has archived post**

This post has been archived for educational purposes. Contents and links will no longer be updated. If you have the same/similar question, please write a new post.

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June 1, 2017 - 9:11am

Hello,

I'm hoping you can help me and that i'm submitting this in the right place. 

I have trouble with the "Downloading the exercise system" part where i have downloaded both WMware and Virtualbox and imported the Pega software in to them. When i start the Pega Fundementals i WM machines i get the URL but it dosen't work. Ig et a "description The requested resource is not available." error.

I have checked the network settings several times and they are configured correctly. At this time i dont know what else to do. Please help!

BR

Ali 

Mod
June 1, 2017 - 9:16am
Response to AliE1497

Hi Ali,

This looks like an issue with Pega Academy so I have branched your reply into this new post on the Pega Academy community: Trouble with the "Downloading the exercise system"

Please update the new post to continue troubleshooting!

Regards,

Lochana | Community Moderator | Pegasystems Inc.

June 1, 2017 - 9:21am
Response to Lochan_DV

Hi Lochana!

Ok, thank you! :)

BR,

Ali

September 8, 2017 - 2:09am
Response to Lochan_DV

June 15, 2017 - 3:57pm

To submit a Support Request, you must fulfill two prerequsites, identified in this Comment thread, https://pdn.pega.com/community/product-support/question/how-report-pdn-issues#comment-508456:

  1. You must be affiliated with a Pega Account.
  2. You must be an Authorized Account Contact.

As mentioned in the introduction to the video, for more information, see the customer handbook, Support @ Pega.
Find this handbook on the PDN menu: Support > Product Support.
On the Product Support page, scroll to the list of Resources.

August 3, 2017 - 5:07am

Please provide survey jar files to install pega personal edition

Mod
August 3, 2017 - 5:25am
Response to userMB123

Hello,

The above post gives you instructions on creating a Support Request. Please follow the instructions above to create an SR.

Regards,

Lochana | Community Moderator | Pegasystems Inc.

August 23, 2017 - 10:00am

February 12, 2018 - 4:59am

August 9, 2018 - 5:20am

Hi,

I need some help in updating my pdn support profile. Whenever I raise a new SR, it is raised under a previous client I worked for. How can I change it ?

Thanks,

Didhiti

<message edited by mod to remove personal information>

August 9, 2018 - 7:24pm
Response to DidhitiD

Didhiti,

Send an email message to support@accounts.pega.com.

-Mary