How to use Sitecore Support Portal

  • This article provides detailed information about how to use the Sitecore Support Portal.

    For information about the overall Sitecore Support Process, please review the Sitecore Support Service Description article.

  • Access to Support

    Access to Sitecore Support is offered through the Sitecore Support Portal, which is available at https://support.sitecore.net.

    To log in, users use the same e-mail address and password as for https://profile.sitecore.net.

    Full access: Prerequisites

    To be granted access to create requests on the Support Portal, the following prerequisites must be met:

    • A user must be representing an active Sitecore Partner or Sitecore Customer.
    • A user must have an account registered at the https://profile.sitecore.net website.
    • A user must have passed either a Sitecore Experience Solution Developer or Sitecore Website .NET Developer certification exam. A few legacy certification types that are no longer provided to new users are also valid for getting support access.
    • A user must be able to provide a valid Sitecore License ID associated with an active Sitecore Maintenance Program.

    Full access: Exceptions 

    For Sitecore Customers who do not have any users with appropriate Sitecore Developer certifications, it is highly recommended to contact Sitecore Support with the assistance of the Sitecore Implementation Partner.

    If this is not possible, full access to support can be granted to non-certified users in the following cases:

    • Sitecore customer has a valid Sitecore Cloud contract. Such access is subject to a limit of a single user per customer and can only be used for raising service requests associated with the corresponding Sitecore Cloud Service.
    • Sitecore customer has a valid Sitecore Commerce Standalone contract.
    • Sitecore customer has a valid Standard or 24x7 Premium Support contract. Temporary full access can be granted to a single user who has scheduled a Sitecore certification exam on a future date and has not completed it yet.
    • Sitecore customer has a valid 24x7 Premium Support contract. Non-certified users can escalate critical production issues by directly calling a dedicated 24-hour Sitecore Support Hotline number.

    Read-only access: Prerequisites

    For users without the valid Sitecore certification but who want to track the status of their colleagues' support tickets, read-only access can be granted upon request.

    How to get access 

    If access to the Sitecore Support Portal has not been granted as part of the initial Sitecore on-boarding or training process, ensure that the above prerequisites are met and contact your Sitecore Sales Representative or your regional Sitecore office. 

    Account sharing

    Every Sitecore user account is assigned to an individual and must not be shared with other people. Accessing the Sitecore Support Portal with another person's account is a violation of Sitecore's security policy.

  • Visibility of Support Tickets

    On the Sitecore Support Portal, every support ticket is linked to a company that the user is associated with at the time of opening such a ticket.

    With regard to access to support tickets, this means the following:

    • All users from the same company are able to both see and modify all tickets associated with this company.
    • When a user is associated with a new company, they also lose access to old support tickets. Related tickets remain accessible only to the users associated with the original company.

    If you have problems with ownership of or access to support tickets, please contact your regional Sitecore office.

  • Overview of Existing Support Tickets

    After you log in to the Sitecore Support Portal, you are presented with the list of the existing support tickets for your company. This list includes tickets that have been reported by your colleagues.

    The list typically contains the following columns:

    Issue Id: The Sitecore ID of the issue. The smaller the number — the older the issue.

    Issue Subject: The subject of the issue.

    Last Modified Date: The date and time of the last action that was taken on this issue. If a solution or question has been added to the issue, this action will change the date and time displayed in the issue.

    Customer Contact: The name of the employee who created/edited the issue.

    State: The status of the issue. An issue can be in one of the following states:

    • New:
      • The initial state of the issue.
    • Waiting for Sitecore:
      • A dedicated Sitecore Support engineer has been assigned to the issue and you can expect to receive a response. An email notification is sent to the originator of the issue every time the issue is updated.
    • Waiting for Customer:
      • Sitecore Support has updated the issue with additional information or some follow-up questions. Please see the issue description field for details. For example, this state is used when Sitecore Support requests more detailed reproduction scenario or additional data required for investigation
      • Issues in this state will be automatically moved to the 'Closed' state after 3 weeks of inactivity.
      • Sitecore will send periodic email notifications reminding customers about support issues that are waiting for customer action.
      • If you edit an issue in this state, the issue is moved automatically to the 'Waiting for Sitecore' state within a couple minutes.
    • Closed:
      • Issues in the 'Closed' state cannot be edited.
      • If an issue has been closed and you want reopen it, you must create a new issue and include the ID to the old issue for reference purposes and provide any additional information you might have. A Sitecore engineer will continue working on your problem using the newly created issue.
  • How to create a support ticket

    To create a new support issue for Sitecore Support:

    1. Click Add.

    2. Fill out the fields with the relevant data, and then click Save or Save & Close.

    The purpose of each field is described below:

    • Issue Subject: A name that describes the nature of the issue. The issue subject must be informative and correspond to the issue description.
    • Affected Environment, Impact on Production Site Visitors, Content Authors, Dev or Project Team: This information will be used to help prioritize your support ticket. More details about ticket prioritization can be found at https://kb.sitecore.net/articles/583182
    • Preferred Support Team Location: This gives us an indication for where the person reporting the issue is located, and allow us to assign the ticket to the corresponding support team to allow for faster communication.
    • License ID: The Sitecore License ID associated with the current project. More details can be found at https://kb.sitecore.net/articles/073804
    • Description: To add a date-time stamp, click Stamp. Then add a detailed description below on how to reproduce the problem, what symptoms are observed, and so on.
    • Product, Product Version: Select the name and version of the impacted Sitecore product.
    • Module, Module Version: Select the name and version of the impacted Sitecore module. If your request is not related to any Sitecore modules, in the Module field, select No Related Module.
    • Web Server OS: The OS of your web server machine.
    • Browser: The Internet browser used on the client machine.

    Important: Always follow Support Portal Best Practices documented at https://kb.sitecore.net/articles/004553

  • How to edit a support ticket

    There are two ways to edit a support ticket:

    • Highlight the issue and on the ribbon, click Edit.

    • Right-click on the issue and click Edit.

           

    The editing window will allow you write access to the same fields that you used when creating the support ticket.

    Important: Communication with Sitecore Support happens through the Description field. To maintain the top- down order of comments that is required for clarity, you must click Stamp before writing a comment for the current issue.

           

    Finally, when you have finished editing, click Save.

  • How To Request Action

    In the Request Action field, you can select actions for a ticket.

    Description of available actions:

    • Close this ticket -  the ticket will automatically be moved to the Closed state after one day.

      ActionRequest

      Important: You cannot edit issues in the Closed state.

      If an issue has been closed and you want reopen it, you must create a new issue and include the ID to the old issue for reference purposes and provide any additional information you might have. A Sitecore engineer will continue working on your problem using the newly created issue.

    When you have selected the action, click Save.

  • How to add attachments

    There are two ways to add attachments.

    Use the right sidebar on the multiple tickets view:

    1. If the Details sidebar is hidden, click Details on the right.
    2. Click on an issue in the table.
    3. To add an attachment, click "+" (add).

    Note: If you do not see the Attachments tab, make sure that it is enabled:

    Use the Attachments tab in a single ticket view:

    1. Select an issue in the table and click View. The issue is opened in a new window.
    2. In the Attachments field located at the bottom of the ticket view, click Add.

    Important: Three months after the support ticket is closed, associated attachments are automatically cleaned up. This excludes assembly files and code samples provided by Sitecore Support representatives.

  • Troubleshooting problems

    #1. 

    Problem: My username and password is not accepted by the Sitecore Support Portal.

    Solution: Consider the following situations:

    • If you are a certified Sitecore Developer representing a Sitecore Partner or a Sitecore Customer:

      Check your login at https://profile.sitecore.net.
      If it does not work, use the Forgot Password functionality.
      If you are still not able to log in to the Sitecore Support Portal, please contact your regional office with the following info: Your e-mail address, your Sitecore Certification, the name of your current employer.

    • If you represent a Sitecore Partner or a Sitecore Customer, but not yet a certified Website .NET Developer for Sitecore:

      Contact your regional office to pass a certification as a Website .NET Developer for Sitecore.

    • If you are a project leader without Sitecore certification, but want to administer tickets opened by your company:

      We are able to offer you a read-only access. Contact your regional Sitecore office and request a project leader read-only access.


    #2.

    Problem: I can access the portal, but I cannot see all my issues.

    Solution:

    Check the value of the filter setting. Set the filter to All Issues (see the following screenshot).

          

    Check the search box. Click the "x" (cross) to clear the search results (see the screenshot below). Alternatively, clear the search box and then press Enter.      

          

     

    #3.

    Problem: My web browser does not work very well with your support portal.

    Solution: Here is a list of the currently supported browsers:

    • Internet Explorer 10 (limited support)
    • Internet Explorer / Edge 11+
    • Chrome
    • Firefox
    • Safari


    #4.

    Problem: My web browser is in the list of the supported browsers, but it still does not work.

    Solution: Clear the browser cache, cookies and temporary internet files. After that, restart the browser. If the problem persists, contact your regional Sitecore office.

  • Additional Information

Applies to:

Sitecore Support Portal 1+

February 02, 2015
September 26, 2017

Keywords: 

  • Support Portal